Home Health Care News July 10, 2024
Despite variations in service lines, size and operations, the best home-based care organizations all have one thing in common.
These companies all prioritize the experience — of patients, clients and staff. And while every member of an organization plays a role in shaping the experience, this responsibility largely rests on the shoulders of what is now known as the chief experience officer.
The specific functions of the role, and official title, is dependent on the needs of each individual organization, but broadly, a chief experience officer is focused on implementing strategy that improves customer and employee experience.
At FirstLight Home Care, this person is Kristen Duell, who serves as executive vice president of experience and innovation.
Duell pointed out...
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