Crack The Customer Code

Dr. Ardienne Boissy of The Cleveland Clinic, one of the first organizations to create C-suite responsibilities around the patient experience, shares highlights from her 12 years of leading an enormous shift in how the healthcare system perceives and engages patients. The Power of Words in the Patient Experience It’s one thing to possess the wisdom and skills to help patients heal and recover, but understanding how the patient actually feels – not just in regards to their ailments – but in regards to their many experiences as they move through the healthcare system. Adrienne describes the challenges of explaining how to teach respected professionals who are very good at their jobs that there are better ways to communicate. Some of them are looking for answers, but what about those who aren’t? The traditional health care system is generally not set up to give patients access to the resources and information patients need. Adrienne highlights some of the resulting challenges and shares some ways to overcome