Engaging C-Suite in the Patient Experience

Chris Karam, President | Chief Executive Officer, CHRISTUS St. Michael Health System | Chief Experience Officer, CHRISTUS Health

This session will focus on the need for top leadership, C-Suite commitment and participation in patient experience. In our ever changing world of healthcare, Patient Experience is a main priority for hospitals nationwide. It is critical that all leaders play a hands on role in Patient Experience, beginning with C-Suite. While C-Suite might not be at the bedside influencing the Patient Experience directly; they clearly set the tone for the organization. C-Suite is vital in creating and establishing organizational culture, i.e. experience culture. C-Suite members are expected to assist in driving the patient, and associate experience, along with accountability and sustaining expectations organizationally. How do Patient Experience Leaders and CEOs appropriately challenge and engage C-Suite to place patient experience at the top of their priority list?