In this episode, we talk with Doug Johnson, Patient Experience Officer at Endeavor Health, about how they are Delivering Person-Centered Care One Moment at a Time for both patients and care team members.

As Endeavor Health, a newly named health system in the Chicago area, brings together various hospitals under one unified brand, Doug sheds light on the importance of humanizing healthcare experiences, the power of kindness, and the ongoing efforts to measure and enhance person-centered care.

Doug emphasizes the innate human nature of healthcare, where compassion, vulnerability, and empathy shape daily interactions. While acknowledging healthcare's existing humanity, he underscores the importance of infusing more kindness. The first core value of Endeavor Health, "act with kindness," reflects this commitment.

He suggests new questions, such as asking patients if they can name someone during their stay or if they feel remembered. These questions aim to uncover vital aspects of care essential for delivering safe, seamless, and personal experiences that go beyond traditional metrics.

The concept of "owning moments" in patient care, where each team member is encouraged to focus on specific interactions, is fascinating. This approach aims to create a ripple effect, where every contribution adds up to a truly impactful and positive patient experience.

Tune in to this episode to hear more about these new approaches to delivering personalized healthcare experiences.

Key Takeaways

Intro (00:00)

Owning the moments to improve patient experience (06:04)

Kindness and personalized care in healthcare (11:20)

Improving patient experiences through personalized moments (15:16)

Healthcare team engagement (21:17)

De-escalation techniques and sharing positive experiences in healthcare (26:14)

Sharing positive moments to shape culture (28:57)

Job responsibilities of a patient experience officer in a hospital (30:50)

Additional Resources

Doug Johnson’s LinkedIn: https://www.linkedin.com/in/realdougjohnson/

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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/