Nicole Rossol became Stony Brook (N.Y.) University Hospital's first chief patient experience officer Feb. 7. Here, she discusses the importance of delivering a high-quality and consistent patient experience as well as the long-term approach that it requires.
Question: What are your key responsibilities as chief patient experience officer?
Nicole Rossol: As part of the Stony Brook Medicine's executive leadership team, my key responsibilities are to lead the design and implementation of strategies that instill a culture of patient- and family-centered care across our organization. I start by listening to what our patients are telling us about their care through surveys, real-time feedback and by rounding in patient care areas.
Q: What is the No. 1 challenge you are facing in your role and how are you tackling it?
NR: I think in most hospitals we face a similar challenge of implementing a consistent patient experience vision throughout the care continuum. Since everyone touches the patient no matter what their role, it is important to have a patient experience strategy that collaboratively integrates all levels of staff and patients into the design and delivery of safe, high-quality and compassionate care.
Q: What are some of the untapped opportunities to improve patient experience today?
NR: Identifying untapped opportunities sometimes becomes a search for the 'quick fix' to patient experience. However, improving patient experience requires a long-term approach that takes organizational commitment, dedication and coordination every single day. Patients and their loved ones have valuable insight into how we can improve the overall experience, and I believe there is still so much untapped potential in how we work together to deliver care.
Q: How do you see your role evolving in the healthcare field over the next five years?
NR: I see the role of chief patient experience officer continuing to drive patient experience and align with key areas of quality, safety and employee engagement to drive cultural transformation.