Who's the CXO in your practice?

I’ve been reading a lot lately about the CXO – the chief experience officer – as it relates to corporations. The fact is, it’s applicable to medical practices as well – very applicable.

So who is the chief experience officer in your practice? And what experience are you aiming for anyway? As you consider plans for 2016, now is the time to contemplate moving your practice to the next level in terms of the patient experience. But what about the experience of your employees and physicians? Each and every person has an experience in your practice, and it needs to be the best possible experience – period.

The patient experience

What experience do you want patients to have, and who are the chief experience officers in that relationship?

Five-star customer service. Being treated respectfully. Being provided with the finest clinical care by each and every member of the care team. 

The CXOs? The operators on the phone, the receptionist at the front desk, the nurse who rooms the patient, the clinician who provides care to the patient, and the receptionist who checks the patient out. And don’t forget the billing staff. Hmmm, lots of chief experience officers!

The employee experience

What experience do you want employees to have, and who are the chief experience officers in that relationship?

Feeling that their work is meaningful. Enjoying their work. Being treated with respect. Being a valued member of the team. Being treated fairly and honestly.

The CXOs? The physicians, administrator, team leader, supervisor, and each and every other employee. Again, lots of chief experience officers!

The physician experience

What experience do you want your physicians to have, and who are the chief experience officers in that relationship?

Feeling that their work is meaningful. Enjoying their work. Being treated respectfully. Being a valued member of the team. Being treated fairly and honestly. Having their time respected. Having the support that they require to provide the highest level of clinical care to patients. Avoiding burnout. 

The CXOs? The physicians, administrator, team leader, supervisor, and each and every other employee. Lots of chief experience officers!

Who is the chief experience officer in your practice? Everybody. That’s right, each and every person in your practice has that role and responsibility – every day. It’s that simple and it’s that difficult.

What makes it difficult? Lack of a clear guiding vision and set of values for the group. Brush fires that flare every day and need immediate attention. Increased regulatory rules and regulations. Personal issues at home. Difficult patients. Personalities.

But remember, the patient is our focus – every day and in every action and transaction. 

How do you accomplish the best experience in your practice? Keep your focus on the patient. The patient experience is critical. Live your guiding vision and core values every day. Treat each and every person with respect. And it’s ok to enjoy what you do. Every day.