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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 attributed to Susan Haufe

Taking action on feedback: How St Vincent’s Health Australia made responding to patients part of the every day

Although healthcare has been making investments in digital innovation for some time, patient experience programs are often still heavy with paper surveys delivered by mail. When the feedback returns w...

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 been...

By Susan Haufe

The definitive guide to improving patient satisfaction

Learn how patient satisfaction has evolved, and how you can start using patient satisfaction surveys as part of a wider effort to improve the end-to-end patient experience with our ultimate guide. ...

By Susan Haufe

Patient experience drives trust and advocacy

Today marks the beginning of Patient Experience Week. This week is a globally recognized event that celebrates the healthcare workers who impact patient experience every day. It is a week near and dea...

By Bruce Temkin, 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...

By Susan Haufe

Featured Posts

Turning reactive CX into proactive CX

For decades companies have invested billions in issue resolution — that is, taking action to rectify a problem after a bad experience has taken place, knowing that it will prevent some customers fro...

By Rachad Davis

3 key ways AI can help drive human-centered government

Integrating Artificial Intelligence (AI) may seem counterintuitive to a “human-centered” strategy, but future-focused leaders have figured out how to leverage AI to design human-centered governmen...

By Hannah Burn, Rishi Vajpeyi

Qualtrics again named a Leader in 2024 Gartner® Magic Quadrant™ for Voice of the Customer report

The Gartner® Magic Quadrant™ for Voice of the Customer (VoC) 2024 report has been published, and we’re proud to reveal that Qualtrics has been named a Leader in the VoC market once again. In t...

By Qualtrics

Qualtrics now a CMS-approved vendor to conduct the Health Outcomes Survey

At a time when customer experience and Quality teams are being asked to consolidate, reduce redundancies, and justify spending, industry leaders are centralizing their CX investments in purpose-built,...

By Noah Gilbertson