It's Time for a Chief Patient Officer in Every Healthcare Organization

Healthcare organizations exist to serve patients, yet the patient experience and patient advocacy are often an afterthought. As healthcare focuses intensely on revenues, regulations, and payer relationships, individual patients can feel lost in a system not designed to meet their needs. Every healthcare organization should appoint a Chief Patient Officer or Patient-in-Residence to champion the patient's voice and advocate for their needs.

Leading the Way:

Some organizations recognize the value of patient partnerships already. Stanford Health Care's Patient & Family Partner Program engages patients and caregivers to collaborate with providers on councils and committees. Cleveland Clinic has a Patient Experience Advisory Board of patients who consult on strategic initiatives. In 2021, Sanofi appointed its first Chief Patient Officer to infuse the patient voice throughout the organization. More healthcare organizations need to follow suit and prioritize patient partnerships.

The Role of a Chief Patient Officer:

A Chief Patient Officer would focus solely on championing an excellent patient experience and centering patient perspectives in all initiatives, communications, and decisions. They would drive organizational changes based on patient feedback and promote patient-centered design in all operations.

Potential Use Cases:

Streamlining Processes: A Chief Patient Officer could improve access and outcomes by simplifying bureaucratic processes and complex medical communications based on patient input.

Cultivating Compassion: Instilling a culture of compassion and empathy in all interactions, from parking to billing, would enhance the patient experience.

Advising on Key Initiatives: A Chief Patient Officer could provide insights on virtual care, informed consent, pricing transparency, and other initiatives that impact patients.

Addressing Health Equity: Giving voice to vulnerable patients would help address care gaps and promote health equity.

Elevating Patient Perspectives: Bringing patient stories to the C-suite and boardroom would ensure patient voices are heard in decision-making.

Healthcare organizations must prioritize Chief Patient Officers, putting patients first operationally through dedicated advocacy roles. This can optimize outcomes, experiences, and the system overall. It's time for healthcare leaders to embrace patient advocates and focus strategically on patient-centered care. Appointing Chief Patient Officers paves the way for a new era of partnership and advocacy, ultimately benefiting long-term health.

In addition to a Chief Patient Officer, another approach is establishing a Patient in Residence program (PIR) This dedicated role embeds an actual patient or caregiver within the healthcare organization to provide direct input and feedback.

Leading medical centers like the Mayo Clinic, Cleveland Clinic, and Mass General Brigham have piloted Patient in Residence programs. The embedded patients participate in rounds, committees, and decision-making processes to share their perspectives.

Having an on-site Patient in Residence allows providers and staff to engage with patients for feedback continually. The patient gains insights into internal operations in turn. This collaboration allows patient voices to be consistently heard and can profoundly shape a culture of partnership.

The Chief Patient Officer and Patient in Residence models complement each other. While the CPO would advocate from the executive level, the Patient in Residence directly connects the on-the-ground patient experience to initiatives and care teams. Adopting one or both roles allows an organization to truly put "patient first."

Disclaimer: I served as the first Patient resident for Sheba Medical Center, Tel Hashomer, and the Ludwig Boltzmann Gesellschaft, and I am proud to serve as The PIR for Health Tech Without Borders

Do you want to learn how to train Chief patient officers and Patient residents?

Talk to me:)

A podcast about my work as a Patient in residence:

Patient Power with Roi Shternin - Podcast - Open Innovation ...ois.lbg.ac.at › podcast › research-patients-and-the-public

Neue Rolle im Gesundheitssystem: Patient als Chef - Cure ...www.derstandard.at › story › neue-r… - Der Standart (DE)

Gar nicht so selten . . . | krone.atwww.krone.at › … - Krone Zaitung (DE)