1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?
As the Chief Experience Officer for a large integrated health system, I have the pleasure of working with the team on patient/family, team member and physician engagement. The patient experience is much more than the “smile test.” Today’s consumer is more informed and expects high quality, safe and effective care. I enjoy working closely with Quality and Safety and Organizational Development as we continue our journey to a Highly Reliable and engaged organization. All modalities play a key role. It is about culture. EVERYTHING speaks.
2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?
Today’s consumer, provider, and employee have incredibly high expectations. Health care delivery has become a consumer-driven industry. Workforce engagement and training, setting realistic expectations for patients/families; and creating an environment where providers feel heard, respected and want to practice their craft takes intentionality to the largest and smallest of details. Society in general is seeking something different. The trick will become creating that difference.
3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?
Delivering care that is customized with easy access is critical to out success. Technology adoption is increasing at a rate that is faster than many organizations have the bandwidth to deliver. Getting out of our way and “skating to the where the puck is going” will be crucial to our success. Embracing technologies such as the use of AI creates incredible opportunities yet is unchartered territory. We must adopt and adapt to create the culture and experience of the future.
4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?
Focus. We can’t be all things to all people. Select a few critical success factors and pursue them passionately. There will always be new and bright shiny toys – but staying true to the problem or issue you are trying to solve will provide that focus.
5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?
Listening to key stakeholders, our organization has embarked on solidifying the common culture with behaviours and actions. It is a journey working on human development skills for leaders and human development behaviours for all. The journey involves getting better together as providers and the application of high reliability skills. Additionally, we are focusing on what matters most to all – safe delivery of healthcare and communication.
6. What key takeaways or actionable insights do you hope attendees will gain from your session at the International PX Congress?
Patients experience the healthcare system when they are anxious and most of the time experiencing unchartered waters. Making it easy and over communicating is key. See how this integrated health system is linking population health concerns with navigating the complex system. It is a work in progress but leveraging all the tools at our disposal and pushing the paradigm is creating success for both caregivers and patients!