“Consumers” are slippery ones and they keep asking for things.
No single function should “own” responsibility for the patient experience. It is much too important to be left to the marketers, or to the clinicians, or to any single department. But the time has come for healthcare to pull up a chair for the Chief Marketing Officer, next to the Chief Medical Officer and the other CxOs and figure out together how everything the organization does focuses on the patient - and the patient experience – and not let them slip away. There is a new CMO at the table and she can help.