Interview with Kelly Vorseth

Interview with Kelly Vorseth

Kelly Vorseth

Sr. Director Patient Experience


Interview with Kelly Vorseth

1. How would you describe the dynamic change in patient experience, owing to the accelerated pace of digital transformation, technology and innovation?

Patient experience has changed with the accelerated pace of innovation. For the majority of patients, the expectation have shifted in healthcare as digital transformation has elevated their experiences in other areas of their daily life. It is now the standard in other sectors, to have 1 hr or same day delivery via a touch of a button, being able to access a wealth of information instantly on the internet, and to have the ability to electronically self-select or choose from a variety of options for goods and services. Therefore, across the board, tolerance has been reduced for waiting time and lack of options. Most patients do expect to get an appointment right away, they do not want to wait long in the lobby for their visit and they do want to get information about their condition same day or next day via a portal or application.

2. Do you think future patience experience strategies will engage in a culture wide change which can be measured and analysed.

Yes, and hopefully most already are measuring the impact of cultural changes. By regularly surveying patients on key questions that align with the cultural changes the organization is striving to achieve, the impact and success of those changes can be measured.

3. According to you which functions of the healthcare sector will see remarkable change inclining to the improving standards to meet patient expectations and experience? – explain.

  • Hospital Infrastructure
  • Medical and healthcare equipment
  • Feedback and Diagnostic services
  • Telemedicine and medical assistance/accessibility
  • Medical information and data management
  • eHaaS

I think with changes in innovation and technology all of these could see change. I haven’t studied or done market research specifically if these sectors are expected/projected to see remarkable change, so I can speak to this in detail. However, I can say that healthcare organizations need to continue to stay current with modern technologies and advancements. If not, they will not be able to compete in a market where patients will demand the latest in advanced services and treatments.

4. How do you feel patient experience strategies will benefit Caregivers and Support Groups?

When you support the families, you support the patients and their care. Caregivers do need more support as they take on such an incredible responsibility to care for their loved ones. I do feel it is vital that patient experience strategies include caregiver support. Also hearing from the family members from their perspective on how we can improve the services will bring a wealth of information and opportunities that may not have been discovered when the strategy just focuses in on the patient and their perspective.

5. How do you think participants will benefit by attending 5th Annual International Patient Experience Symposium?

I always say, even if I gain one great “nugget” of a concept or idea, the whole conference was worth it. There is nothing more powerful than listening and learning from your peers. So much can be gained by knowledge sharing around strategies and initiatives that been proven effective in enhancing the experience of patients in this region.