Cleveland Clinic Patient Experience Summit

By Jonah Comstock 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 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 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...

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By Laura Lovett 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 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...
By Jonah Comstock May 14, 2019
The American Medical Association has always had an interesting relationship with digital health, vacillating between gadfly and cheerleader as it seeks to fulfill its role as the voice of physicians in industry conversations. At the Cleveland Clinic Patient Experience: Empathy and Innovation Summit, an event held in Cleveland this week and organized in conjunction with HIMSS, AMA Board Chair Dr....

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By Laura Lovett May 14, 2019
Patients are becoming savvier consumers of healthcare. Like in other industries, technology is raising the convenience standards of the industry, but the patient journey has its own set of unique challenges, Cleveland Clinic executives said during this week's Patient Experience: Empathy and Innovation Summit.  “Healthcare can learn a lot from other industries. The vulnerability that our patients...
By Laura Lovett May 13, 2019
Miscommunication and misinterpretation have long plagued text and email messaging. But when it comes to healthcare communication the stakes are high. Balancing efficiency and empathy in text communications can be a difficult task for medical teams.  “There are many ways in which we communicate digitally,” Dr. Richard Frankel, of the Indiana University School of Medicine, said this morning during...