1. April 26-27, 2012 | The Westin Diplomat Resort & Spa | Hollywood | FL
Enhancing the Patient Experience:
Best Practices for Chief Nursing Officers
Cherie C. Whiting, the Chairperson at the upcoming marcus evans National Healthcare CNO
Summit Spring 2012, on the pivotal role Chief Nursing Officers can play to enhance the patient
experience.
Interview with: Cherie C. Whiting, PhD, RN, Professor, Professional Speaker, Author and Coach
FOR IMMEDIATE RELEASE outcomes. We spend two to three times more than any other
industrialized country but have higher mortality rates. We have
“We often fail to remember that patients are customers in a so much to do to make it right and the CNO can play a large
very compromised and frightened position,” says Cherie C. part in this.
Whiting, PhD, RN, Professor, Professional Speaker, Author and
Coach. Chief Nursing Officers (CNOs) must work closely with We see more and more patients being discharged from
their team to ensure that patients feel comfortable and in safe hospital and coming back in. This is due in part to a lack of
hands during their stay at a hospital and that they are treated continuity of care at home, so people are leaving sick and
as the customers that they are. getting sicker. This hampers the wellbeing of patients and
increases healthcare costs. It is a vicious circle.
The Chairperson at the marcus evans National Healthcare
CNO Summit Spring 2012, taking place in Hollywood, Florida, What role does education play here?
April 26-27, Whiting discusses best practices in patient care
and satisfaction. Cherie C. Whiting: We have not educated ourselves to the
level we should. If you look at the healthcare professions
How can CNOs enhance the patient experience? today, most except nursing are increasing the level of
education that is necessary. We must raise nursing to at least a
Cherie C. Whiting: Too many healthcare organizations today Bachelor’s degree. This will give a minimum standard level of
believe that customer service is about having a restaurant education across the board and provide an improved
menu on demand and a concierge service. If you do not have knowledge base.
compassionate concern within your team for the customer,
then the rest of it is a waste of time and money. What long-term strategies would you recommend to CNOs?
We often fail to remember that patients are customers in a Cherie C. Whiting: CNOs have a huge opportunity and
very compromised and frightened position. Nurses get stuck in responsibility ahead of them. Chief Financial Officers and Chief
a routine, forgetting the vulnerability of the sick patient lying Executive Officers are currently dealing with a myriad of other
in bed. By simply being kind and empathetic, we can make a issues, so the nursing team must take up the responsibility of
difference in the patient’s life and make their stay more creating a better patient experience and customer service
pleasant. As a result, patient satisfaction scores can not only while they have the chance.
increase, but skyrocket.
If CNOs create a patient experience that is exemplary, that
CNOs should instill a cause into their teams to work for alone would catapult them to stardom in their profession
something bigger and better than themselves. What is bigger because it is not happening out there. They must get out of
than caring for someone who is sick? Whether the patient the office, talk with staff, create the expectation and live the
recovers successfully or not, this attitude will improve the time example. It is a very simple formula, but it will not be easy,
they spend in the hospital, and make their hospital experience especially in regard to the follow through needed. It will
a successful one. however, be worth it.
What are the faults in the current healthcare system? As the healthcare system changes with legislation and the
shortage of nurses increases, CNOs will play a pivotal role in
Cherie C. Whiting: The US has the most expensive healthcare the success of the healthcare system, even more than they do
system in the world but is far from the best when it comes to today.
www.healthcare-summit.com

2. April 26-27, 2012 | The Westin Diplomat Resort & Spa | Hollywood | FL
Contact: Stacey Melvin, Journalist, marcus evans, Summits Division
Tel: + 357 22 849 400
Email: press@marcusevanscy.com
About the National Healthcare CNO Summit Spring 2012
This unique forum will take place at The Westin Diplomat Resort & Spa, Hollywood, Florida, April 26-27, 2012. Offering
much more than any conference, exhibition or trade show, this exclusive meeting will bring together esteemed industry
thought leaders and solution providers to a highly focused and interactive networking event. The Summit includes
presentations on the healthcare reform, nursing in the era of meaningful use and improving patient care.
For more information please send an email to info@marcusevanscy.com or visit the event website at
www.healthcare-summit.com
marcus evans group - healthcare sector portal
Please note that the summit is a closed business event and the number of participants strictly limited.
About marcus evans Summits
marcus evans Summits are high level business forums for the world’s leading decision-makers to meet, learn and
discuss strategies and solutions. Held at exclusive locations around the world, these events provide attendees with a
unique opportunity to individually tailor their schedules of keynote presentations, think tanks, seminars and one-on-one
business meetings. For more information, please visit www.marcusevans.com
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