The need for trusting patient relationships has never been greater. Healthcare as an industry has a lot to learn from industries such as hospitality, which offer highly welcoming and personalized services to build lasting guest relationships.

In this episode of Humanizing Healthcare, we are joined by Sven Gierlinger, Chief Experience Officer at Northwell Health, to discuss how they are applying these principles to build a culture of patient experience excellence.

Drawing from his extensive background in luxury hospitality and a personal health battle, Sven is on a mission to humanize patient care by integrating principles from the hospitality industry.

Sven highlighted two key lessons from his background in the luxury hotel industry that he is applying at Northwell Health. One is the importance of consistency in human interactions.

Healthcare systems fail to give patients their full attention, unlike the hospitality industry's focus on making each guest feel welcomed, known and valued at all times.

Sven noted that while healthcare providers collect extensive medical information about patients, they often overlook the personal details and preferences that build relationships and make experiences more tailored and meaningful.

Listen in for more unique ideas on how healthcare can be more humanized, efficient, and empathetic.

Key Takeaways

Introduction to Sven Gierlinger and his background (00:00)

Transition from hospitality to healthcare (03:30)

Impact of personal health experiences (06:29)

Applying hospitality principles in healthcare (08:23)

Northwell’s patient-centered culture (13:07)

Specific initiatives and programs (20:20)

Metrics for tracking progress (23:32)

Addressing mental health stigma (28:58)

AI in enhancing patient journey (32:15)

Additional Resources

Sven Gierlinger’s LinkedIn: https://www.linkedin.com/in/svengierlinger/

Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/

Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/

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Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/

Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/