In this episode of Humanizing Healthcare, I had the pleasure of chatting with Dr. Laura Cooley, Editor-in-Chief of the Journal of Patient Experience.

If you care about making healthcare feel more personal and not like you’re just part of a system, you’re going to love this conversation.

We discussed what it means to humanize care in a time when AI and tech are rapidly changing everything. AI can be a force for authentic interaction.

She also gave us a behind-the-scenes look at how her journal is evolving to include patient stories and industry insights that make the data feel human.

We talked about trends in patient experience, what’s working (and what isn’t), and how healthcare pros can demonstrate their value in a world that often measures everything… except compassion.

🎧 Listen in!

Key Takeaways

Introduction (00:33)

Guest intro: Dr. Laura Cooley (02:15)

Laura’s career origin story (04:27)

How the Journal of Patient Experience started (06:31)

Key trends in recent patient experience research (11:38)

AI vs. human connection in care (14:58)

Future of patient experience roles (17:08)

Reclaiming time for “authentic interactions” (23:50)

Emerging metrics: trust, warmth, narrative feedback (26:13)

Biggest misconception: patient experience is just a metric (28:30)

Additional Resources

Dr. Laura Cooley’s LinkedIn: https://www.linkedin.com/in/lauracooleyphd/

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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/