As healthcare delivery systems work toward adoption of emerging digital technologies and more automation, many leaders grapple with the question of how much is too much. Are the human elements of care—comfort, empathy, and warmth—being diminished or lost along the way?

Our guests on the latest Key In To Quality podcast say it’s about awareness and balance. In the episode entitled “Tech with Heart: Navigating Innovation and Compassion in Healthcare,” Anne Pronschinske, vice chair, Center for Digital Health, Mayo Clinic and Rebecca Brustad, director, Patient Experience, Mayo Clinic, discuss the organization’s approach.

Together, they share insight into how Mayo Clinic is extracting the efficiencies of innovation while finding new ways to maintain the human aspects of patient care and experience. They assert that when the patient remains at the center of every decision, technology can benefit caregivers and free up time do deliver human-centered care and find more meaning and purpose in their work..

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Hosted by:

Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic

LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec

Twitter: @DrTimMorg

Guests LinkedIn: Rebecca Brustad and Anne Pronschinske

Patient experience is about making patient healthcare journeys better; in creating improved experiences, healthcare delivery staff often enjoy better processes and outcomes. But who is responsible for creating patient experience improvement? Where does one start? And are innovation and automation at the center of it all? Not necessarily says our latest podcast guest.

In this episode of the Key in to Quality podcast, Lacey Hart, Administrator, Experience Relationship Management (XRM), Quality Department, Mayo Clinic, says that experience design focuses on the gaps between the experience points along a patient’s journey. Hart, who leads a team of experience relationship design professionals, discusses how Mayo Clinic’s patient experience strategy has created powerful synergy between people, processes, and technology, resulting in better interactions—and relationships—with patients.

#mayokeyintoquality

Hosted by:

Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic

LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec

Twitter: @DrTimMorg

Guest LinkedIn: Lacey Hart

Volunteers fill many significant roles to support the human experience in healthcare. Hear from Erin Pittman, Director of Volunteer Services, who oversees volunteer programs, hospital gift shops and animal assisted services at Mayo Clinic Rochester.

Erin shares her perspectives about the complex field of volunteer management and the importance of understanding the impact of volunteers have in connecting with patients through empathy, kindness and human centered care. She discusses the process to engage volunteers and discover their personal “why” to volunteer. Erin describes the shifts and future innovations in volunteer services including embracing diversity and other success tips.

#mayokeyintoquality

Hosted by:

Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic

LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec

Twitter: @DrTimMorg

Guest LinkedIn: Erin Pittman

It's been said that passion provides purpose, but data drives decisions. When it comes to patient experience data, both are true. Often, however, it is easy to focus on surface-level summaries while overlooking valuable insights or “golden nuggets.”

In this episode, Laurie Wilshusen, administrator, Quality Experience Research, Mayo Clinic expounds on 30 years of experience listening to patients through market research. While the state of the art has changed a lot throughout her career, she points to more contemporary tools such as natural language processing, which reveals the golden nuggets (what patients are saying about their experiences and needs) and efficiencies to organize it into actionable insights. Listen in as Ms. Wilshusen shares her thoughts how leaders can use and share data more effectively and empathically, and a glimpse into the future of measuring emotions, human connection, relationships, and trust.

#mayokeyintoquality

Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and guest host Kelly Vorseth, Quality Director, Mayo Clinic

LinkedIn: Timothy Morgenthaler, M.D. and Kelly Vorseth

Twitter: @DrTimMorg

Research supports the connection between the patient experience, patient safety, and clinical outcomes. How do these health care factors intersect to support human connection and trust within clinical encounters? And why is that essential?

In this episode of the Key in to Quality podcast, Dawn Davis, M.D., department chair and consultant, Dermatology, Mayo Clinic, shares her thoughts on the patient journey: from first making an appointment to walking out of the hospital or clinic. According to Dr. Davis, the journey involves the patient, their family, caregivers, and providers, and requires a unique skillset to make personal connections, build trust, and help patients feel seen and heard. She says making patients the top priority in every interaction leads to better patient outcomes and increased satisfaction by patients and those caring for them.

#mayokeyintoquality

Hosted by:

Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic

LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec

Twitter: @DrTimMorg

Experiences are more than just a series of transactions between patients and healthcare professionals. In many instances, care involves deeply personal and often vulnerable human interactions—not just services but moments of trust. Healthcare can profoundly impact people on a personal level. How can we build a deeply human experience for both patients and caregivers?

In this episode of the Key In To Quality podcast, Sheila Stevens, MSW, administrator, Experience Training, Education & Coaching, Mayo Clinic, shares her team’s model for exceptional human-centered care experiences and how to train staff to deliver them.

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Hosted by: Timothy Morgenthaler, M.D. @DrTimMorg and Sheri Nemec

Host: Timothy Morgenthaler, MD @DrTimMorg

Guests:

Paul Murphree, D.O., Vice President, Medical Outcomes, Wellstar Health System

Jennifer Giusti, MPA, BSN, RN, FACHE, Vice President, Clinical Outcomes, Wellstar Health System

The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes. Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety.

Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.

Connect with us on Twitter or Facebook using #mayokeyintoquality or at:

https://www.facebook.com/MayoClinic

https://twitter.com/MayoClinic

Host: Timothy Morgenthaler, MD @DrTimMorg

Guest: Todd Pollock, Executive Director, Quality and Safety, St. Clair Health.

The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes. Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety.

Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.

Connect with us on Twitter or Facebook using #mayokeyintoquality or at:

https://www.facebook.com/MayoClinic

https://twitter.com/MayoClinic