Susan Haufe

Author Bio

Susan has over 20 years of experience building customer-centric cultures. Before Qualtrics, she served as the Chief Experience Officer for Yale New Haven Health and the Administrative Director for Patient Relations and Service at Virginia Mason Medical Center. She holds a Bachelor of Science in Social Work from Texas Christian University, Master’s in Health Administration from the University of Washington and serves on The Beryl Institute Solutions Advisory Board.

Articles written by Susan Haufe


How to improve your HCAHPS survey results

Go beyond measurement and get a system of action that will help boost your HCAHPS scores and improve your patients’ experiences. Learn More About XM Solutions for Healthcare We know that captu...

5 min read


Qualtrics gives thanks to healthcare workers

I have been pondering this post for days. The topic I am here to shine a light on is near and dear to my heart. This week is Patient Experience Week––a globally recognized event to celebrate and h...

6 min read


Keeping healthcare systems running at peak performance

To provide the care patients need during the COVID-19 outbreak, healthcare workers need increased support and resources to perform their jobs and keep healthcare systems running at peak performance. ...

3 min read


Improving patient experience by engaging your employees

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long bee...

5 min read


The healthcare industry needs more than just patient satisfaction surveys to deliver on experiences

The healthcare industry has been asking patients how they feel for over a decade. But patient satisfaction surveys only go so far — to really move the needle on the patient experience, it’s time t...

8 min read


It's time to modernize HCAHPS around experiences

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Prior...

8 min read