What makes healthcare personal, even in large, fast-growing systems? It’s the power of human connection.

In this episode, Amy Searls, Chief Experience Officer at Prime Healthcare, shares how she’s leading efforts to create meaningful relationships between patients, staff, and healthcare providers.

Amy brings over two decades of leadership experience in patient and staff experience to her role. Prime Healthcare has a network of 51 hospitals and 300 outpatient centers. As the Chief Experience Officer, she oversees the patient journey and the provider experience, ensuring that both patients and healthcare staff feel supported and cared for.

Amy explains the strategies Prime Healthcare uses to maintain empathy and human connection as the organization grows and expands. She shares how they empower frontline leaders to drive patient experience and how the organization adapts to challenges like hospital acquisitions and employee burnout.

You’ll also hear about the impact of technology on the patient experience, including Prime’s ongoing work with mobile solutions to improve communication between staff and patients, and how they ensure these innovations still prioritize empathy.

🎧 Tune in to learn how Prime’s approach is humanizing healthcare through meaningful relationships, even as the industry evolves.

Key Takeaways

Introduction (00:00)

Amy’s first experience with patient care at age 14 (02:48)

Empowering leaders to drive cultural change in patient experience (08:01)

Overcoming challenges during hospital acquisitions (12:06)

The human connection at the core of the patient and staff experience (15:44)

The importance of connecting with purpose in healthcare (17:53)

Trends in patent experience (21:22)

Additional Resources

Prime Healthcare’s LinkedIn: https://www.linkedin.com/company/prime-healthcare/

Amy Searls’ LinkedIn: https://www.linkedin.com/in/amy-searls-aba59119/

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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/