Improving patient experience by engaging your employees
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
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