It’s been 12 years since the first chief patient experience officer (CXO) was hired. That was 2007 when Cleveland Clinic took the bold step to create the new position on the hospital’s executive team, along with forming a new department – the Office of Patient Experience.
To say that technology has changed – is changing – how healthcare is delivered is an understatement. The Gartner Group estimates that worldwide, hospital IT spending will grow by 2.8 percent this year from its $3.7 trillion 2018 level.
The Centers for Medicare & Medicaid Services released data last fall that shows good news for hospitals working to reduce patient readmissions. From 2010-2015, 30-day hospital readmission rates fell by 8 percent nationally – with reductions noted in every state but one.