The need for compassionate, patient-centered care has never been greater than it is at the moment. Healthcare as an industry has a lot to learn from industries such as hospitality, which offer highly welcoming and personalized services.

In this episode of Humanizing Healthcare, I am joined by Sven Gierlinger, Chief Experience Officer at Northwell Health, to discuss how they are building a culture of patient experience excellence.

Drawing from his extensive background in luxury hospitality and personal health battles, 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 has brought to 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 and valued.

Sven noted that while healthcare providers collect extensive medical information about patients, they often overlook the personal details and preferences that could make the experience 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/

----

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/

The healthcare system can often feel impersonal and cold. Patients are shuffled through appointments, clinicians struggle with burnout, and the focus seems to be on efficiency rather than care.

But a revolution led by patients demanding a return to human-centered healthcare is brewing. Clinicians will definitely join the revolution.

In this episode, Chris Malone is joined by Dr. Victor Montori.

He is the Robert H. and Susan M. Rewoldt Professor of Medicine at Mayo Clinic and founder of its Knowledge and Evaluation Research Unit, where researchers focus on designing, testing, and evaluating interventions to promote shared decision-making and patient-centered care.

Dr. Montori is also the co-founder and chair of the Patient Revolution, a fast-growing global movement for careful and kind care. He is the author of the book - Why We Revolt. He is a frequent international speaker and has published more than 600 peer-reviewed papers.

Dr. Montori argues that the current system treats patients like interchangeable parts, prioritizing profit over care. This leads to clinician burnout and ultimately harms patients.

Tune in to discover how you can be part of the movement to humanize healthcare.

Key Takeaways

Introduction and welcome (00:00)

Dr. Victor Montori's journey and background (02:12)

Transforming healthcare from an industrial activity into a deeply human one (10:28)

The reasons behind high healthcare costs in the US (16:16)

The proposal for a patient revolution (20:13)

Importance of relationships in care (25:45)

Engaging the practicing provider and mid-level management in grassroots change (29:11)

Role of technology in humanizing healthcare (32:53)

Foundations for Careful and Kind Care Course (37:02)

Additional Resources

Patient Revolution Website: patientrevolution.org

Why We Revolt Book: Amazon Link

Dr. Victor Montori's LinkedIn: https://www.linkedin.com/in/victor-montori-3654728/

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

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

----

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/

At times, the healthcare industry seems to have become impersonal and focused more on efficiency than empathy.

In this episode of Humanizing Healthcare, Chris Malone speaks with Kevin Mahoney, CEO of the University of Pennsylvania Health System.

Kevin has an interesting story on his journey in healthcare to his current position.

At Penn Medicine, he has led work to advance personalized care by championing technologies that hold the potential to transform patient care and caregiver well-being.

In addition to these innovative technologies, Penn Medicine is integrating artificial intelligence into its processes to allow healthcare providers to focus more on patient care. Mahoney also discusses the expansion of home-based care and telemedicine to enhance patient comfort and access.

Don't miss out on this interesting conversation from one of the leading healthcare innovators. Tune in!

Key Takeaways

Introduction and welcome (00:00)

Kevin's career journey in healthcare (02:28)

Innovative research at Penn Medicine (06:37)

Improving provider-friendly systems (10:12)

Expansion of home-based care (15:31)

Patient-centered facility design (20:44)

Enhancing patient experience at Penn Medicine (23:36)

Patient and Family Advisory Councils (28:22)

Additional Resources

Penn Medicine: University of Pennsylvania Health System

Kevin Mahoney’s LinkedIn page: https://www.linkedin.com/in/kevinbmahoney/

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

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