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/

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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/

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/

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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/

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/

In this episode, we talk with Dr. Shannon Phillips, Chief Health Officer at Joyous, about listening to caregivers – not just for their sake, but to improve patient care and the overall healthcare experience.

Healthcare is a human-centered field, yet too often the voices of caregivers often get lost in the industry's complex systems.

Research shows that caregivers cannot provide compassionate, high-quality care if they feel stressed, burnt out, and unsupported. When healthcare organizations prioritize their staff's well-being, it creates a positive ripple effect for patients.

Dr. Phillips draws on her leadership experience at Cleveland Clinic and Intermountain Health, where putting patients first meant starting with caregivers. Tools like Joyous are changing the game, replacing time-consuming focus groups and surveys with targeted conversations, facilitated by technology and AI. This enables healthcare leaders to:

- Focus on specific challenges: Organizations can zero in on key issues for immediate feedback.

- Engage in meaningful dialogue: The platform supports two-way communication, building a sense of value for caregivers.

- Gain actionable insights: AI helps analyze feedback, highlighting priorities for leaders to address.

Dr. Phillips shares how organizations use Joyous to tackle retention, burnout, and inefficiencies. By incorporating insights from frontline teams, hospitals improve the work experience and streamline operations.

By elevating caregivers' voices, we can create a more joyful healthcare experience for providers and patients alike. Listen now to learn how!

Key Takeaways

Introduction and topic overview (00:00)

Experience in healthcare and listening to providers (05:16)

The human aspect of healthcare (10:32)

Implementing Joyous for employee feedback (13:04)

How Joyous enhances healthcare operations (17:32)

Elevating the voice of caregivers (20:58)

Tips for first-time users of feedback platforms (24:33)

Engagement and impact of Joyous (32:24)

Additional Resources

Joyous Website: https://www.joyoushq.com/

National Quality Forum: https://www.qualityforum.org/

Dr. Shannon Phillips’ LinkedIn: https://www.linkedin.com/in/shannon-connor-phillips-md-mph-6b47753b/

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

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

In this episode, we talk with Dr. Dana Safran, President & CEO at National Quality Forum, about her groundbreaking work on the importance of patient-clinician relationships and their remarkable impact on healthcare outcomes.

Dr. Safran's research paints a clear picture: trust and a focus on whole-person care are not just feel-good concepts but essential drivers of positive healthcare outcomes.

This applies across diverse patient groups, reminding us that no matter the diagnosis, every patient is a person who deserves to be understood and cared for holistically.

That's why Dr. Safran champions value-based payment models, ensuring cost-saving measures don't compromise care. Crucially, these models need to measure what matters: patient experience.

Current surveys aren't enough – we need metrics that truly capture the depth and humanity of the healthcare journey.

We also need to ensure that technology and digitization, even when they promise efficiency, don't create distance. Healthcare leaders must be mindful of how these new tools impact the vital continuity of patient-clinician relationships.

Tune in to hear from leaders at the forefront of making healthcare more compassionate and effective.

Key Takeaways

Intro (00:00)

Dr. Dana Safran’s background (01:06)

National Quality Forum and the role it plays in our healthcare system (02:36)

The importance of the quality of clinical provider relationships (07:10)

Technology's role in patient experience (10:47)

Patient experience and clinician relationships in value-based care (15:04)

Improving healthcare quality measurement (21:51)

National Quality Forum's priorities (22:27)

Patient experience measurement and innovation in healthcare (28:20)

Current state and future of patient experience measurement (29:03)

Advice to healthcare quality and patient experience leaders (31:49)

Additional Resources

National Quality Forum: https://www.qualityforum.org/

Dr. Dana Safran’s LinkedIn: https://www.linkedin.com/in/dana-gelb-safran-91701496/

References mentioned by Dr. Safran in this episode can be found here: https://fidelumhealth.com/wp-content/uploads/2024/03/References-Mentioned-by-Dr.-Safran-in-Humanizing-Healthcare-Episode.doc

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

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

In this episode, we talk with Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics, about the delicate balance of personal and professional life in healthcare, the impact of systemic challenges on patient and caregiver experiences, and the transformative power of relationships in healing.

Listen in for tips on how we can bring humanity back to healthcare, one conversation at a time.

Key Takeaways

Intro (00:00)

Balancing professional roles with personal life (02:14)

The importance of authenticity (03:50)

A transformative interview experience for Dr. Boissy (09:53)

Humanizing healthcare for patients and caregivers (13:55)

The limitations of "likely to recommend" measures (18:29)

Connecting patient and employee experiences (24:30)

Learning from other industries to improve healthcare (31:47)

Dr. Boissy’s favorite quote and its personal significance (40:04)

Additional Resources

NEJM Catalyst Article: https://catalyst.nejm.org/doi/abs/10.1056/CAT.23.0251

Communication Training for Physicians: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4907940/

Making a Joy Pie: https://www.qualtrics.com/blog/insights-for-patient-experience-2022/

Dr. Adrienne Boissy’s LinkedIn: https://www.linkedin.com/in/boissyad/

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

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

In this episode, we talk with Dr. Leslie Jurecko, Chief Safety, Quality & Experience Officer at Cleveland Clinic, about the safety, quality, and experience initiatives that enable their renowned culture of care and engagement for both patients and care providers.

Dr. Jurecko advocates for infusing a human touch in healthcare and fostering a culture of psychological safety. She addresses challenges in healthcare standardization, emphasizing the delicate balance between standardizing processes and personalizing care.

We hear more about how Cleveland Clinic incorporates a "moment to care" in procedural checklists, encouraging personal connections with patients. The organization aligns quality, patient safety, and patient experience, setting goals for high reliability and improved outcomes.

Engaging caregivers through leader-guided discussions and monthly meetings has positively impacted retention. Cleveland Clinic treats patients and caregivers like family, balancing high-performance expectations with a caring approach.

The Cleveland Clinic’s Connected Program collaborates with global healthcare providers to share knowledge and enhance safety, reliability, and patient-centric care.

Dr. Jurecko emphasizes understanding value-based care for the future of healthcare. She sees safety, quality, and patient experience leaders as crucial in bridging the gap between providers and payers, aligning goals to improve quality patient experience and reduce costs.

Ready to gain valuable insights into healthcare excellence?

Tune in to this episode to discover the secrets behind fostering a caring culture in healthcare, balancing standardization with personalization, and shaping the future of patient-centric care. Don't miss out!

Key Takeaways

Intro (00:00)

Why Dr. Leslie Jurecko got into healthcare (01:45)

Psychological safety for caregivers (07:25)

Why healthcare needs to be humanized (12:40)

Engaging caregivers through leader-led conversations (17:20)

Improving patient experience and quality of care (25:06)

The Cleveland Clinic Connected program (28:38)

Value-Based Care (30:21)

Additional Resources

Dr. Leslie Jurecko’s LinkedIn: https://www.linkedin.com/in/leslie-jurecko-md-mba-233725137/

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/

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/