Patient Experience and Service Recovery at the Hospital for Special Surgery

Chao Wu serves as Chief Patient Experience Officer & Assistant Vice President at Hospital for Special Surgery (HSS). She has led the patient experience program at HSS for the last 12 years and is responsible for deploying patient experience surveys and initiatives across the hospital enterprise. Ms. Wu has focused tremendous efforts on using patient feedback mechanisms to enable real-time service recovery as well as prioritizing strategic improvements to ensure that the highest level of care and service is provided throughout the organization. Under her leadership, HSS has attained the Press Ganey Guardian of Excellence Award® for eight consecutive years, the Press Pinnacle of Excellence Award® for two consecutive years, and the Healthgrades Outstanding Patient Experience Award for six consecutive years.

In this brilliant interview, she delves into the patient experience strategies and processes at HSS that have earned the institution the #1 spot in the US News & World Report ranking of orthopedics hospitals for 11 consecutive years.

Some topics of discussion include:

  • Using real-time patient feedback to drive service recovery
  • Overcoming unique PX challenges in Orthopedics
  • Fostering a culture of service excellence

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