Dr. Sara Laskey, MD, was named the first Chief Patient Experience Officer at Cleveland’s MetroHealth System in late 2013. In this position, Dr. Laskey is responsible for the leadership, design, and implementation of initiatives that fulfill the patient-centered mission and vision of MetroHealth. She collaborates with MetroHealth executives, medical staff, and department directors to develop and implement best practices, training programs and communications that are transforming the culture of MetroHealth.
In the past three years, Dr. Laskey and her team developed and implemented Pathways to Patient Experience and Pathways to Caring two innovative training programs that emphasized culture, values and service recovery. She has launched a recognition program, “Star IQ Genius,” to honor those employees whose behavior is exemplary of patient-centered care as well as implementing data driven “Executive Rounding” for administrative and clinical leaders throughout the organization. Dr. Laskey has also spearheaded the full transparency of her organization with the publication of ratings and reviews of providers and service lines on their website. They are changing the focus of their patient metrics from a CAHPS driven model to one of patient retention and loyalty with a focus on timely feedback that can be adjusted according to the needs of the customer and the organization. The Office of Patient Experience encompasses seven departments including Patient Centered Healthcare, Volunteer Services, Arts-in-Medicine, Patient Relations, Language Access/Customer Service, Pastoral Care and Survivor Recovery Services.