Episode 005: How To Reframe Our Perspective Around Patient Experience with Jeannie Walters and Brian Carlson

Welcome to another episode of the Experience Matters Podcast powered by Officium Labs, each episode we will focus on one challenge, talk to two experts, and offer three innovative solutions to propel you forward and accelerate your customer experience results.Our host, Nate Brown is joined by Jeannie Walters and Brian Carlson to talk about patient experience and how we can better reframe our perspective- even as CX professionals.Let’s work together to make experiences that matter!Meet our guests:Jeannie Walters helps business leaders — from individuals to small businesses to fortune 1000s — learn and apply customer-centric initiatives that benefit their customers, employees, and bottom line. Jeannie believes that customer experience is more than a customer journey map or a Net Promoter Score. It’s the actions a team takes on a daily basis to use these tools to serve your larger organizational goals.Jeannie approaches CX strategy in a different way: “Let’s build the right vision, strategy, and outcomes around customer experience to meet or exceed our larger company-wide goals.”Working with cross-functional leadership, she helps organizations make CX a part of their everyday culture and not just a one-off initiative that’s quickly forgotten about.Brian Carlson currently serves as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago. In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting, Physician Liaison, and Center for EMS Excellence. Strategically he advises on institutional goals, employee engagement, culture, and patient engagement programs, including online patient portal My Health at Vanderbilt.Key Takeaways:[1:45] What got Jeannie involved in the patient experience?[2:30] Brian shares what got him into the field of patient experience.[5:26] How do we equip patients with the right tools to navigate the healthcare journey?[7:50] There are many entry points to the healthcare system and CX´s work is about to make the experience easier and smoother.[10:20] Jeannie shares an example of patient experience in times of pandemic.[12:55] Jeannie talks about the value of journey maps.[14:32] How do we equip the group of people that are delivering the patient experience?[16:33] Service is at the center of the patient experience, we need to operationalize empathy.[18:15] Jeannie gives an example of innovation to enhance the patient experience.[21:20] Doctors need to have the space to be vulnerable too and talk about their feelings and struggles.[26:15] Teams are made not just by doctors and nurses, and all are part of the care team for each patient.[30:12] Nate talks about the power of the organization of tribes and how building communities is vital for human beings.[33:18] Don’t lose sight of the basics.[34:05] What is the difference between a good experience and the best experience?[36:33] Brian speaks about the digital environment and its limitations.Mentioned in this Episode:Officium Labs: The Future of ServiceFollow Officium Labs at Twitter, Facebook, Instagram, Linkedin, and YouTube