Nemours “True North”: Unconventional Hours and Other Care Commitments

[Video Podcast] Pediatric Rheumatologist Dr. Paul Rosen, Clinical Director of Service Experience for Nemours Children’s Health System, talks with Stewart Gandolf at Cleveland Clinic’s recent Patient Experience Summit. One of the significant take-away themes that came through the Patient Experience summit is putting the patient needs at the top of the priority list. Rather than [...]

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Dennis Jolley

Transparency Fosters Physician Pride: It’s the Right Thing to Do

[Podcast] This installment in our continuing series of healthcare and hospital marketing interviews spotlights University of Utah Health Care, a leading academic medical center in Salt Lake City. Healthcare Success CEO Stewart Gandolf talks with Senior Director of Marketing Dennis Jolley at the recent Cleveland Clinic Patient Experience Summit.   You might imagine the not-so-warm reaction [...]

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Right Brain Engineering and the Four Levels of Patient Experience

  [Video Podcast] Stewart Gandolf talks with William Johnson, System Director, Patient Experience, Memorial Health System, Springfield, IL at Cleveland Clinic’s Patient Experience Summit Understanding, monitoring and improving the patient experience is a like a long-distance marathon without a finish line. It’s a process that Memorial Health System uses for continuous improvement. Looking at the entire patient [...]

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Tell a Good Story: The Universal Patient Experience Gateway

Achieving a “positive patient experience” in healthcare delivery is the product of many things. No matter how you choose to define it, the whole will be greater than the sum of a thousand tangible and intangible experiential components. It may seem like a daunting challenge to control, channel and quantify these constantly moving parts, but [...]

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4 Ways to Discover the Experience Patients Really Want

A conversation about the evolution of patient experience strategies and implementation is likely to reference Cleveland Clinic’s dramatic transformation from “about average” (in 2009) to “world-class leadership” that matches its clinical excellence. The 90-plus year old institution was the first major academic medical center to make patient experience a strategic goal, appoint a Chief Experience [...]

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