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/