In this episode, we talk with Dr. Dana Safran, President & CEO at National Quality Forum, about her groundbreaking work on the importance of patient-clinician relationships and their remarkable impact on healthcare outcomes.

Dr. Safran's research paints a clear picture: trust and a focus on whole-person care are not just feel-good concepts but essential drivers of positive healthcare outcomes.

This applies across diverse patient groups, reminding us that no matter the diagnosis, every patient is a person who deserves to be understood and cared for holistically.

That's why Dr. Safran champions value-based payment models, ensuring cost-saving measures don't compromise care. Crucially, these models need to measure what matters: patient experience.

Current surveys aren't enough – we need metrics that truly capture the depth and humanity of the healthcare journey.

We also need to ensure that technology and digitization, even when they promise efficiency, don't create distance. Healthcare leaders must be mindful of how these new tools impact the vital continuity of patient-clinician relationships.

Tune in to hear from leaders at the forefront of making healthcare more compassionate and effective.

Key Takeaways

Intro (00:00)

Dr. Dana Safran’s background (01:06)

National Quality Forum and the role it plays in our healthcare system (02:36)

The importance of the quality of clinical provider relationships (07:10)

Technology's role in patient experience (10:47)

Patient experience and clinician relationships in value-based care (15:04)

Improving healthcare quality measurement (21:51)

National Quality Forum's priorities (22:27)

Patient experience measurement and innovation in healthcare (28:20)

Current state and future of patient experience measurement (29:03)

Advice to healthcare quality and patient experience leaders (31:49)

Additional Resources

National Quality Forum: https://www.qualityforum.org/

Dr. Dana Safran’s LinkedIn: https://www.linkedin.com/in/dana-gelb-safran-91701496/

References mentioned by Dr. Safran in this episode can be found here: https://fidelumhealth.com/wp-content/uploads/2024/03/References-Mentioned-by-Dr.-Safran-in-Humanizing-Healthcare-Episode.doc

Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/

Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/

In this episode, we talk with Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics, about the delicate balance of personal and professional life in healthcare, the impact of systemic challenges on patient and caregiver experiences, and the transformative power of relationships in healing.

Listen in for tips on how we can bring humanity back to healthcare, one conversation at a time.

Key Takeaways

Intro (00:00)

Balancing professional roles with personal life (02:14)

The importance of authenticity (03:50)

A transformative interview experience for Dr. Boissy (09:53)

Humanizing healthcare for patients and caregivers (13:55)

The limitations of "likely to recommend" measures (18:29)

Connecting patient and employee experiences (24:30)

Learning from other industries to improve healthcare (31:47)

Dr. Boissy’s favorite quote and its personal significance (40:04)

Additional Resources

NEJM Catalyst Article: https://catalyst.nejm.org/doi/abs/10.1056/CAT.23.0251

Communication Training for Physicians: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4907940/

Making a Joy Pie: https://www.qualtrics.com/blog/insights-for-patient-experience-2022/

Dr. Adrienne Boissy’s LinkedIn: https://www.linkedin.com/in/boissyad/

Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/

Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/

In this episode, we talk with Dr. Leslie Jurecko, Chief Safety, Quality & Experience Officer at Cleveland Clinic, about the safety, quality, and experience initiatives that enable their renowned culture of care and engagement for both patients and care providers.

Dr. Jurecko advocates for infusing a human touch in healthcare and fostering a culture of psychological safety. She addresses challenges in healthcare standardization, emphasizing the delicate balance between standardizing processes and personalizing care.

We hear more about how Cleveland Clinic incorporates a "moment to care" in procedural checklists, encouraging personal connections with patients. The organization aligns quality, patient safety, and patient experience, setting goals for high reliability and improved outcomes.

Engaging caregivers through leader-guided discussions and monthly meetings has positively impacted retention. Cleveland Clinic treats patients and caregivers like family, balancing high-performance expectations with a caring approach.

The Cleveland Clinic’s Connected Program collaborates with global healthcare providers to share knowledge and enhance safety, reliability, and patient-centric care.

Dr. Jurecko emphasizes understanding value-based care for the future of healthcare. She sees safety, quality, and patient experience leaders as crucial in bridging the gap between providers and payers, aligning goals to improve quality patient experience and reduce costs.

Ready to gain valuable insights into healthcare excellence?

Tune in to this episode to discover the secrets behind fostering a caring culture in healthcare, balancing standardization with personalization, and shaping the future of patient-centric care. Don't miss out!

Key Takeaways

Intro (00:00)

Why Dr. Leslie Jurecko got into healthcare (01:45)

Psychological safety for caregivers (07:25)

Why healthcare needs to be humanized (12:40)

Engaging caregivers through leader-led conversations (17:20)

Improving patient experience and quality of care (25:06)

The Cleveland Clinic Connected program (28:38)

Value-Based Care (30:21)

Additional Resources

Dr. Leslie Jurecko’s LinkedIn: https://www.linkedin.com/in/leslie-jurecko-md-mba-233725137/

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/

In this episode, we talk with Doug Johnson, Patient Experience Officer at Endeavor Health, about how they are Delivering Person-Centered Care One Moment at a Time for both patients and care team members.

As Endeavor Health, a newly named health system in the Chicago area, brings together various hospitals under one unified brand, Doug sheds light on the importance of humanizing healthcare experiences, the power of kindness, and the ongoing efforts to measure and enhance person-centered care.

Doug emphasizes the innate human nature of healthcare, where compassion, vulnerability, and empathy shape daily interactions. While acknowledging healthcare's existing humanity, he underscores the importance of infusing more kindness. The first core value of Endeavor Health, "act with kindness," reflects this commitment.

He suggests new questions, such as asking patients if they can name someone during their stay or if they feel remembered. These questions aim to uncover vital aspects of care essential for delivering safe, seamless, and personal experiences that go beyond traditional metrics.

The concept of "owning moments" in patient care, where each team member is encouraged to focus on specific interactions, is fascinating. This approach aims to create a ripple effect, where every contribution adds up to a truly impactful and positive patient experience.

Tune in to this episode to hear more about these new approaches to delivering personalized healthcare experiences.

Key Takeaways

Intro (00:00)

Owning the moments to improve patient experience (06:04)

Kindness and personalized care in healthcare (11:20)

Improving patient experiences through personalized moments (15:16)

Healthcare team engagement (21:17)

De-escalation techniques and sharing positive experiences in healthcare (26:14)

Sharing positive moments to shape culture (28:57)

Job responsibilities of a patient experience officer in a hospital (30:50)

Additional Resources

Doug Johnson’s LinkedIn: https://www.linkedin.com/in/realdougjohnson/

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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/

In this episode, we talk with Dr. Doug Salvador, Chief Quality Officer at Baystate Health, to hear how they are Building Trust Through Transparency to create meaningful improvements in safety, experience, and outcomes for both patients and caregivers.

Dr. Salvador highlighted several challenges in the current healthcare paradigm. The inability to meet the growing needs of patients and communities, issues with the incentive system favoring for-profit models, provider-centric approaches, and the imperative need to address health equity.

Dr. Salvador shared his perspective on the importance of trust in healthcare and the need to systematically create structures that support patient experience.

He acknowledged the shift towards a more patient-centered approach but stressed the ongoing challenges in aligning healthcare systems with the needs of patients and their families.

Dr. Salvador discussed his new role overseeing patient experience at Baystate and the CARE program – an initiative focusing on communication, apology, and resolution.

The program, ongoing for a decade, addresses unexpected outcomes, dissatisfied families, and emphasizes early resolution and learning from incidents.

Tune in to this enlightening episode to gain a deeper understanding of the challenges and triumphs in pursuing compassionate, patient-centered healthcare.

Key Takeaways

Intro (00:00)

Dr. Doug Salvador's background (02:00)

Biggest challenges facing healthcare today (05:25)

Improving patient experience and building trust with the care team (07:29)

The CARE program at Baystate Health (13:14)

Human-centered systems to drive clinical excellence (18:44)

Starting point to improving patient experience (28:48)

Additional Resources

Dr. Doug Salvador’s LinkedIn: https://www.linkedin.com/in/dougsalvadormdmph/

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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/

In this episode, we talk with Dr. Reg Blaber, EVP and Chief Clinical Officer at Virtua Health, joined us to discuss the journey of Virtua Health in championing the cause of humanizing healthcare.

With a profound commitment to clinical excellence, patient safety, and the overall patient experience, Virtua Health's mission is rooted in acknowledging that patients are not merely cases or numbers; they are humans with unique stories and needs.

The advent of electronic health records, economic pressures, and the growing divide between providers and patients all contribute to the challenge of retaining the core essence of healthcare - the human connection.

One of the innovative approaches that Virtua Health has embraced is the concept of "HeartWiring What Matters Most." HeartWiring, in this context, signifies a deep commitment to standardizing processes but with a significant focus on the 'why' behind these processes.

Dr. Blaber emphasizes the need to connect the minds of healthcare providers with their hearts, tapping into their sense of purpose and passion. The goal is to shape behavior and create a true emotional bond with patients.

The transformation begins with empowering care providers to become more thoughtful in their interactions, using language that fosters deeper connections.

Tune in to this episode to learn how Dr. Reg Blaber and Virtua Health are significantly improving relationships and experiences for their care team and the patients they serve.

Key Takeaways

The Essence of Virtua Health (01:00)

Dr. Reg Blaber's journey into healthcare (02:05)

The need for humanization healthcare (02:49)

HeartWiring what matters most (05:28)

Measuring success in humanizing healthcare (13:44)

Financial implications for patient-centered care (17:24)

Recreating the Virtua Health Model (21:50)

Additional Resources

- Virtua Health Website: https://www.virtua.org/

- Dr. Reg Blaber’s LinkedIn: https://www.linkedin.com/in/reginald-blaber-md-mba/

- Virtua Health’s LinkedIn: https://www.linkedin.com/company/virtuahealth/

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- Schedule an executive briefing session here: https://fidelumhealth.com/contact/

- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/

We had the privilege of chatting with Dr. Kendell Cannon, the Chief Medical Officer at Herself Health, in a recent interview to discuss the importance of humanizing healthcare and how Herself Health is leading the charge in redefining the healthcare experience for women as they age.

Herself Health was born out of recognizing that women have unique healthcare needs that often go unaddressed.

Women over 65 face a higher risk for conditions such as Alzheimer's and osteoporosis. Yet, they are also more likely to be misdiagnosed.

One of the core issues in healthcare today is that patients often feel unseen, unheard, and blamed by the system.

Dr. Cannon and her team at Herself Health are on a mission to change this by focusing on the whole person, not just their medical conditions.

Understanding their stories, considering the broader context of their lives, treating them as individuals with unique needs, and fostering a sense of partnership are key to a positive patient experience and achieving better health outcomes.

Dr. Cannon emphasizes the importance of making patients feel like partners in their care journey.

She believes that healthcare providers should be open to unlearning certain practices and biases that hinder patient-centered care. The skills needed for person-centered care may not align with traditional medical training, making ongoing education and training essential.

Herself Health's approach, rooted in a deep understanding of women's unique healthcare needs and a commitment to humanizing healthcare, holds promise for a more patient-centric and cost-effective future.

Tune in to this fascinating conversation to discover how a patient-centered approach is transforming healthcare for women!

Key Takeaways

Intro (00:00)

Meet Dr. Kendell Cannon (00:49)

Why healthcare needs humanizing (04:39

Herself Health patient-centric approach (06:23)

The power of tech to humanize healthcare (15:37)

Herself Health fellowship and development (17:25)

Tips to improve patient experience for women (18:36)

Digital health products for older women (20:46)

Beyond medicines and diagnoses (22:31)

Additional Resources

- Herself Health Website: https://www.herself-health.com/

- Dr. Kendell Cannon’s LinkedIn: https://www.linkedin.com/in/kendell-cannon/

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- Schedule an executive briefing session here: https://fidelumhealth.com/contact/

- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/

In this episode, we talk with Joy Peters, Chief Nursing Officer at Allegheny Health Network's Jefferson Hospital about how their Emergency Department has dramatically improved patient experiences and staff engagement before, during and after the pandemic.

In this episode, we talk with Dwight McBee, Clinical Health Equity and Chief Experience Officer at Jefferson Health, about how Jefferson is elevating experiences for both the patients and care providers through health equity and artificial intelligence.

In this episode, we talk with Dr. Greg Makoul, Chief Transformation Officer at NRC Health. He explains their focus on Human Understanding and how's personalizing care experiences for both the patients and clinicians they serve.