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
How Ready Are We to Work from Home?
The COVID-19 pandemic is rapidly changing the way we work. The U.S. federal government first issued ...
Adjusting your CX program to deal with COVID-19
Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink...
By Bruce Temkin
Listening is More Important Than Ever: Qualtrics is now offering its survey software for free
Over the past several weeks, our world has changed and we are all adjusting to a new normal. With th...