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ACHe-news
April 27, 2007
In
this issue:
-
State Medicaid Programs "Pay-for-Performance" Practices
-
Reduce Your Annual Costs With
Strategic Cost
Reduction
-
The New CEO-Chief
Experience Officer
-
2007 Congress Audio Presentations Now Available on
ache.org
-
Maximum Efficiency: How an Emergency Department Without Diversions Can
Transform the Bottom Line
According
to
Fast Company released its list
of hot jobs
for 2007, on the list was "experience designer." Most experience designers
can be found in the retail industry, creating the essence and aura of a
store. As Cirillo points out, "In comparison, people are not exactly
flocking
to hospitals to have an experience." When hospitals do address the
experience components, the tasks are usually left to work teams and
marketing professionals whose jobs do not leave sufficient time to give
the effort enough attention. "To change an organization's culture to one
that focuses on customer service takes full-time leadership," says
Cirillo.
Further, hospitals work in silos, and managing across functions takes a
broader perspective to unify the experience.
For healthcare organizations considering including the position of chief
experience officer, Cirillo advises, "If the chief executive is intent on
instituting changes and will hold all executives accountable, then an
experience officer can help as a change agent. But if the plan is to make
the experience officer solely responsible, then reconsider having this
position. An experience officer looks at the customer from the enterprise
perspective and cannot influence change without participation and
commitment from key senior leaders." For the full article,
go to.
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