Articles written by Susan Haufe
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
How the City of Houston Health Department is using technology to speed essential contact tracing
In Texas, the state’s largest city is carefully getting back to business. And the responsibility f...
By Ben Rogers
Five XM practices for accelerating your digital transformation
As companies across industries face unique challenges from the pandemic, there’s a common theme in...
By Juliana Holterhaus
Fostering belonging through workforce diversity and inclusion
Is your company fully leaning into workplace diversity and inclusion? It not only creates a sense of...
By Amanda Wowk