1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

My role is to promote the use of technology to provide translation services where human interpreters/language lines are either not practicable or immediately available.  For the LEP patient and the staff this means having a truly comprehensive solution, resulting in as close an experience as possible to a native speaker.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Physically, there are dozens of potential touchpoints where a patient and/or their family can come into contact with employees across a healthcare facility.  Any one of those can result in a negative experience, affecting their outlook of the entire system.  But it’s also an opportunity for the entire staff (not just care teams) to understand they are playing an important role in patient satisfaction and better outcomes.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

There is absolutely an opportunity for efficiency and better health outcomes, BUT the AI solution must be adaptable and simple enough to fit within the staff’s existing culture, processes, and procedures…not the other way around.