Creating Accountability for Patient Experience

Betbeze, Philip
February 2012
HealthLeaders Magazine;Feb2012, Vol. 15 Issue 2, p38
The article discusses the views of several healthcare leaders in the U.S. about the importance of patient experience (PE). James Merlino, chief experience officer (CEO) for Cleveland Clinic in Ohio, explained how PE is a critical part of the care process. David Feinberg, CEO for Ronald Reagan University of California Medical Center in Los Angeles, talked about his organization's achievement of high Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores.


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