Healthcare in the United States is a complex, and often a divisive subject. With some healthcare companies focused on the bottom line, family practitioners can get overwhelmed and have little time to develop relationships with their patients. So when a company comes along and says that there IS a way for doctors to spend better time and provide better care – in other words, putting the humanity back into the experience – then it’s definitely worth exploring! Host Steve Walker welcomes Jamey Lutz, managing director of brand and service excellent at ChenMed, for a discussion on how their company puts the humanity back into patient experience.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “patient”
Health is a deeply personal topic and these last few years have pushed healthcare institutions into making unprecedented changes in how they deliver that care. Naturally, this has had an impact on the patients’ experience. XM professionals in healthcare institutions must be mindful that patients are NOT customers, and design programs accordingly to improve the patient experience. Host Steve Walker welcomes Sarah Andrews, vice president for advisory services at Walker, and Sarah Gilstrap, a senior consultant for healthcare customer experience and an XM scientist at Qualtrics, for a discussion on trends in patient experience.
The phrase “healthcare is broken” is often used to describe the health services industry in America, but what does that mean? Steve welcomes the co-founder and president of OurHealth, Dr. Jeff Wells, and they discuss what it means to provide better experiences for patients and how that compares to the customer experience space.