Cleveland Clinic Patient Experience Summit

Expectant mothers
By  Laura Lovett 03:20 pm March 11, 2021
Medical bias has been a hot-button topic this year, as racial disparities continue to loom over the COVID-19 pandemic. The medical industry has a historic racism problem. In fact, J. Marion Sims, sometimes called the father of modern gynecology" experimented on three Black women, and did not use anesthesia. Nor is this the only example in the history of the U.S. "This legacy lives on. This is why...
Providers talking
By  Laura Lovett 03:24 pm February 11, 2021
It’s no secret that for caregivers the COVID-19 pandemic has changed how they work and communicate. Now health systems and plans are reflecting on the lessons learned that boosted staff connectedness. Nicole Cable, chief experience officer at InnovaCare Health, explained that her organization took a program originally designed for members in order to reduce isolation for seniors, and not only put...
By  Dave Muoio 01:37 pm December 10, 2020
With the COVID-19 pandemic placing new strains upon in-person doctors' appointments, both clinicians and patients have increasingly relied on telehealth and other virtual technologies to maintain a connection to care. Beyond their immediate role in the public health emergency, these modalities have the potential to upend the delivery of care, said Dr. Katharine Lawrence, a healthcare delivery...
Family uses telemedicine
By  Laura Lovett 03:05 pm November 10, 2020
Laura Cooley, senior director of education and outreach at the Academy of Communication in Healthcare, has seen how the patient experience is being transformed by technology firsthand.  When she went to schedule her annual women’s health exam, she found a digital platform that could help her find a clinician that fit her needs, took her insurance, and had the calendar dates she wanted. It also...
By  Laura Lovett 04:10 pm June 24, 2019
Ask any provider organization what is at the center of healthcare and you’re bound to hear, "It’s the patient." But in reality, there is often a gap between new innovations and that patient experience.  “They always say our innovation is driven by patients or patients are put at the heart, at the center of what we do. But when you take a closer look and at it sometimes what you see is these are...
By  Jonah Comstock 03:45 pm May 21, 2019
New York’s Northwell Health is a few years into the rollout of its digital patient experience, a reinvention of the hospital’s website and patient outreach tools. At the Cleveland Clinic Patient Experience Summit last week, an event co-organized by HIMSS, Northwell Chief Experience Officer Sven Gierlinger and Emily Kagan Trenchard, VP of digital and innovation strategy, laid out some of the...
By  Laura Lovett 03:00 pm May 17, 2019
Listening has always been a critical component to medicine. Increasingly the healthcare world is seeing the value in listening to patients’ stories and helping these narratives drive hospital transformation.  “Patient stories provide rich, qualitative data, and context to the critical texture, which is how are we doing in delivering great patient care and a great patient experience,” Lee Chen Ee...
By  Jonah Comstock 01:49 pm May 17, 2019
Patient experience begins well before a patient gets to the hospital. And if a patient’s experience trying to schedule an appointment isn’t a positive one, they may not make it there at all. At the Cleveland Clinic Patient Experience Summit this week, Karen Applebaum, executive director of enterprise access operations and technology at Providence St. Joseph Health system, spoke about how her...

Photo credit: ImageLinkPhoto.com

By  Laura Lovett 03:50 pm May 16, 2019
Without codesign some of the best technologies can be ineffective, or at least not meet their full potential, according Clifford Goldsmith, chief medical officer and national director of US providers at Microsoft Health and Life Sciences.  During the Cleveland Clinic Patient Experience: Empathy and Innovation Summit, put on in partnership with HIMSS, Goldsmith gave the example of wearables. More...
By  Laura Lovett 10:16 am May 15, 2019
Digitizing medicine has become a priority all over the world. Driven by needs, budget and priorities, each country and region takes its own approach to integrating these tools.   “Our national agenda is very much digitizing everything. Even if you want to renew your driver’s license you cannot do that at a desk,” Dana Kassissieh, senior director for governance and patient experience at Cleveland...