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Shifting from Patient Experience to Human Experience (with Nicole Cable)
In every industry, there’s always more than one type of person, customer or title that helps shape the Experience Ecosystem™. In healthcare, it’s been known as “the patient experience” – but now, as leaders begin to look at the way providers, employees, patients and their families all impact a hospital’s ecosystem, the human experience has become more apt.
Why is focusing on the human experience critical in every industry? How do you measure the value and ROI of such a subjective thing in a metrics-obsessed world? What do you need to know to leverage the human experience in your company’s ecosystem? Join Shawn Nason and Nicole Cable to learn more.
In this episode
What we learned from Nicole
Notable quotes
[06:02] – “The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”
[13:24] – “The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”
[24:33] – “Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”
[25:57] – “I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”
[27:00] – “You have to be willing to humble yourself to know you don’t know everything cos no matter what they say I am, I am still learning and growing in my world.”
Our guest
Nicole Cable is the Chief Experience Officer of CareMax, Inc., which is a network of value-based clinics providing primary care, dental care, social services and more. Previously, she served as the Chief Experience Officer of InnovaCare Health.
Resources & Links
Nicole Cable
LinkedIn: https://www.linkedin.com/in/nicolelcable/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
Learn more about your ad choices. Visit megaphone.fm/adchoices
View all episodes
By Shawn Nason
5
5353 ratings
In every industry, there’s always more than one type of person, customer or title that helps shape the Experience Ecosystem™. In healthcare, it’s been known as “the patient experience” – but now, as leaders begin to look at the way providers, employees, patients and their families all impact a hospital’s ecosystem, the human experience has become more apt.
Why is focusing on the human experience critical in every industry? How do you measure the value and ROI of such a subjective thing in a metrics-obsessed world? What do you need to know to leverage the human experience in your company’s ecosystem? Join Shawn Nason and Nicole Cable to learn more.
In this episode
What we learned from Nicole
Notable quotes
[06:02] – “The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”
[13:24] – “The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”
[24:33] – “Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”
[25:57] – “I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”
[27:00] – “You have to be willing to humble yourself to know you don’t know everything cos no matter what they say I am, I am still learning and growing in my world.”
Our guest
Nicole Cable is the Chief Experience Officer of CareMax, Inc., which is a network of value-based clinics providing primary care, dental care, social services and more. Previously, she served as the Chief Experience Officer of InnovaCare Health.
Resources & Links
Nicole Cable
LinkedIn: https://www.linkedin.com/in/nicolelcable/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
Learn more about your ad choices. Visit megaphone.fm/adchoices