Vice President & Chief Experience Officer
Shawn R. Smith is Chief Experience Officer at MedStar Washington Hospital Center. He provides strategic support to develop a Patient First culture that upholds the Hospital Center’s mission, values and goals. He leads initiatives designed to build a collaborative and engaging environment for Hospital Center associates, and world-class experiences for all patients and visitors. Smith’s background as a results- and customer-focused leader, with diverse experience in both the health care and hospitality industry, serve him well in this role.
He comes to us from Christiana Care Health System in Wilmington, DE, where he served more than four years as the Vice President of Patient Experience. At Christiana Care, he led the development and execution of their patient and family experience strategy. Through targeted initiatives, education and innovative programs, he advanced the patient experience, as demonstrated by significant improvement in survey measures.
During his time at Christiana Care, he co-founded the Patient Experience Academy, in partnership with the Lerner School of Business at the University of Delaware, which was the nation’s first fully accredited patient experience program. As an adjunct professor in the MBA Program for Healthcare Management, he continues to be a strong advocate for enriching the core knowledge of customer service principles and how it can be applied to healthcare.
Smith holds a Master's of Business Administration from Villanova University and a Bachelor of Science degree in Hospitality Management from Widener University. He also received a certificate in Managing Healthcare Delivery from Harvard Business School. Smith is a certified patient experience professional and has a certificate in Federal mediation and conciliation services. He serves on the advisory board for The Beryl Institute and is an active member of The Leaders Board for Healthcare Experience.