In 2011, only 13% of respondents to a biannual survey of hospital leaders said their organization had a Chief Experience Officer (CXO) with responsibility for overseeing patient experience improvements. That figure grew to 22% in 2013, and to 42% in 2015, and to 58% in the most recent results (2017).
That dramatic increase is accompanied by other stats that show how healthcare organizations are attempting to become more patient-centric. For example, the number of respondents from U.S. hospitals indicating that their organization has a formal patient & family advisory council jumped from 32% in 2013 to 62% this year. This is in addition to input they get from formal surveying approaches.
Obtaining direct and immediate feedback from hospital patients while they are in the hospital is another indicator that an increasing number of healthcare leaders are serious about hearing the voice of their customer. The number of U.S. hospitals reporting the use of bedside surveying grew from 42% in 2011 to 47% in 2017.
All of these results come from a recurring survey process initiated by The Beryl Institute in partnership with our firm Catalyst Healthcare Research. Surveys from 2011 through 2017 document what hospitals and other healthcare organizations have been doing to understand, measure, and improve the patient experience. They are the largest studies of their kind in the world.