It all starts with listening to patients, Stony Brook University Hospital's first CXO says

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.

190321 RossolNicole 03Question: 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.



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