You Have Just Been Named Chief Patient Experience Officer: What’s Next?

Lisa Allen, Ph.D. | Chief Patient Experience Officer, Johns Hopkins Health System, Armstrong Institute for Patient Safety and Quality
Being named the first Chief Patient Experience officer of a large, top ranked academic health system carries both great excitement and responsibility. This webinar shares a six-year review of what it takes to make this important role relevant in today’s health care environment. Topics covered are developing a strategy, creating an impactful team, building relationships with key players, and linkages to PFAC’s and frontline staff. Also covered is the role of the CPXO in creating a culture change, the time it takes, and how to deal with resistance. The webinar will also discuss how to refocus efforts when the work changes due to a pandemic. Join this webinar for tactics to: Construct a successful patient experience team. Develop key relationships through understanding your culture. Apply performance improvement tools and design thinking to patient experience. Modify the work to meet the needs of a rapidly changing environment.
Related content
-
Culture & Leadership
Leading through Listening: A Conversation with Garrett South
Join us as Garrett South, Director of Patient Experience at California Hospital Medical Center, shares his inspiring journey from fifth-grade class representative to healthcare executive. In this episode, Garrett discusses the power of connection and belonging in a world reshaped by post-pandemic social isolation.
Learn more -
Culture & Leadership | Infrastructure & Governance | Innovation & Technology
ED Processes & Improvements: Implementation Best Practices & Outcomes
In this webinar, an Associate Chief Experience Officer, a Program Director, an Analyst, and a consultant will present what they did to improve patient experience outcomes across seven hospitals’ emergency departments which resulted in improved HCAHPS scores in all seven hospitals. The strategic, systemwide process improvements are based on analyses provided through Epic tools and
Learn more -
Culture & Leadership | Patient Family & Community Engagement | Quality & Clinical Excellence | Staff & Provider Engagement
PX Chat – Leading with Equity: DEI & the Patient Experience in Today’s Climate
12pm ET / 11am CT / 10am MT / 9am PT – In a time of heightened political and cultural tension, advancing diversity, equity, and inclusion (DEI) in healthcare is both more critical and more complex than ever. This PX Chat offers a dedicated space for members of The Beryl Institute focused on DEI efforts
Learn more