Susan Haufe
Author Bio
Articles written by Susan Haufe
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