Apr 30 What if we focused more on the patient experience?

Nicole and Cooper speak with Tiffany Christensen, Vice President of Experience Innovation at The Beryl Institute, about the patient experience and how focusing care on that experience can improve outcomes.

Tiffany Christensen approaches her work from the perspective of a life-long CF/transplant patient and a professional patient advocate. Christensen is a nationally recognized public speaker and the author of three books exploring advocacy, end of life planning and partnership strategies in healthcare. More info on Tiffany.

Healthcare is a relational business it is a business where humans care for humans but it was built as a transactional business.    What if we turn that model upside down and start looking at the patient experience as the driver for care?

To care is human.  The Beryl Institute published a paper about this and in its most basic form it has been discovered that the the high healthcare performers  focused on realtime feedback and comfort for their patients and families conversely, the lower performers focused on process.  Somehow we have built this entire system of caring for sick people on a system of processes, transactions and systems, and we decided to infuse the relationship part as an afterthought.  Now we are catching up and are trying to figure out how do we operationalize caring?    How do we operationalize relationships?

Here is a link to that article:  To Care Is Human Study

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