Humanizing Healthcare is dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships.
The healthcare system can often feel impersonal and cold. Patients are shuffled through appointments, clinicians struggle with burnout, and the focus seems to be on efficiency rather than care. But a revolution led by patients demanding a return to human-centered healthcare is brewing. Clinicians will definitely join the revolution. In this episode, Chris Malone is joined by Dr. Victor Montori. He is the Robert H. and Susan M. Rewoldt Professor of Medicine at Mayo Clinic and founder of its Knowledge and Evaluation Research Unit, where researchers focus on designing, testing, and evaluating interventions to promote shared decision-making and patient-centered care. Dr. Montori is also the co-founder and chair of the Patient Revolution, a fast-growing global movement for careful and kind care. He is the author of the book - Why We Revolt. He is a frequent international speaker and has published more than 600 peer-reviewed papers. Dr. Montori argues that the current system treats patients like interchangeable parts, prioritizing profit over care. This leads to clinician burnout and ultimately harms patients. Tune in to discover how you can be part of the movement to humanize healthcare. Key Takeaways Introduction and welcome (00:00) Dr. Victor Montori's journey and background (02:12) Transforming healthcare from an industrial activity into a deeply human one (10:28) The reasons behind high healthcare costs in the US (16:16) The proposal for a patient revolution (20:13) Importance of relationships in care (25:45) Engaging the practicing provider and mid-level management in grassroots change (29:11) Role of technology in humanizing healthcare (32:53) Foundations for Careful and Kind Care Course (37:02) Additional Resources Patient Revolution Website: patientrevolution.org Why We Revolt Book: Amazon Link Dr. Victor Montori's LinkedIn: https://www.linkedin.com/in/victor-montori-3654728/ Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/ Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/ ---- 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/
At times, the healthcare industry seems to have become impersonal and focused more on efficiency than empathy. In this episode of Humanizing Healthcare, Chris Malone speaks with Kevin Mahoney, CEO of the University of Pennsylvania Health System. Kevin has an interesting story on his journey in healthcare to his current position. At Penn Medicine, he has led work to advance personalized care by championing technologies that hold the potential to transform patient care and caregiver well-being. In addition to these innovative technologies, Penn Medicine is integrating artificial intelligence into its processes to allow healthcare providers to focus more on patient care. Mahoney also discusses the expansion of home-based care and telemedicine to enhance patient comfort and access. Don't miss out on this interesting conversation from one of the leading healthcare innovators. Tune in! Key Takeaways Introduction and welcome (00:00) Kevin's career journey in healthcare (02:28) Innovative research at Penn Medicine (06:37) Improving provider-friendly systems (10:12) Expansion of home-based care (15:31) Patient-centered facility design (20:44) Enhancing patient experience at Penn Medicine (23:36) Patient and Family Advisory Councils (28:22) Additional Resources Penn Medicine: University of Pennsylvania Health System Kevin Mahoney’s LinkedIn page: https://www.linkedin.com/in/kevinbmahoney/ 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. Shannon Phillips, Chief Health Officer at Joyous, about listening to caregivers – not just for their sake, but to improve patient care and the overall healthcare experience. Healthcare is a human-centered field, yet too often the voices of caregivers often get lost in the industry's complex systems. Research shows that caregivers cannot provide compassionate, high-quality care if they feel stressed, burnt out, and unsupported. When healthcare organizations prioritize their staff's well-being, it creates a positive ripple effect for patients. Dr. Phillips draws on her leadership experience at Cleveland Clinic and Intermountain Health, where putting patients first meant starting with caregivers. Tools like Joyous are changing the game, replacing time-consuming focus groups and surveys with targeted conversations, facilitated by technology and AI. This enables healthcare leaders to: - Focus on specific challenges: Organizations can zero in on key issues for immediate feedback. - Engage in meaningful dialogue: The platform supports two-way communication, building a sense of value for caregivers. - Gain actionable insights: AI helps analyze feedback, highlighting priorities for leaders to address. Dr. Phillips shares how organizations use Joyous to tackle retention, burnout, and inefficiencies. By incorporating insights from frontline teams, hospitals improve the work experience and streamline operations. By elevating caregivers' voices, we can create a more joyful healthcare experience for providers and patients alike. Listen now to learn how! Key Takeaways Introduction and topic overview (00:00) Experience in healthcare and listening to providers (05:16) The human aspect of healthcare (10:32) Implementing Joyous for employee feedback (13:04) How Joyous enhances healthcare operations (17:32) Elevating the voice of caregivers (20:58) Tips for first-time users of feedback platforms (24:33) Engagement and impact of Joyous (32:24) Additional Resources Joyous Website: https://www.joyoushq.com/ National Quality Forum: https://www.qualityforum.org/ Dr. Shannon Phillips’ LinkedIn: https://www.linkedin.com/in/shannon-connor-phillips-md-mph-6b47753b/ 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. 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/