Description
The human touch: What makes a great hospital patient experience
What makes someone walk away from a hospital visit feeling truly cared for? Often, it’s the thoughtful moments they didn’t see coming.
In the first episode of Global Perspectives by Mayo Clinic, host Eric Moore, M.D., talks with Lisa Swearingen, chair of patient experience at Mayo Clinic. Lisa came to healthcare from the world of hospitality, and she brings a fresh view of what great care can feel like.
You’ll hear:
• What it takes to anticipate what patients need.
• How small, personal gestures build lasting trust.
• Why great care feels consistent, yet different for every person.
• How technology can give clinicians more time to be present with patients.
• How every role, from scheduler to surgeon, shapes the way care feels.
Subscribe here on YouTube or listen on your favorite podcast platform: https://play.megaphone.fm/v8jwzrp8tz6ejw_0flb32a
Learn more at http://globalperspectivespodcast.com
0:00 Creating Human and Digital Patient Experiences
1:43 Making Patient Experience Core to Care
2:46 What Healthcare Can Learn From Hospitality
5:29 Personalization, Consistency and Removing Friction
6:34 What Patients Remember About Their Care
7:38 Supporting the International Patient Experience
9:03 Making Patient Experience Part of Culture
10:32 How Frontline Staff Elevate Patient Experience
12:16 Empowering Staff Through the HOPE Framework
13:25 Signs of a Patient-Centered Culture
14:05 Balancing AI, Technology and Human Connection
15:41 Using Technology Without Losing Human Connection
17:29 Start With Better Patient Communication
19:09 Recognizing and Rewarding Exceptional Patient Care
20:07 What Defines an Exceptional Healthcare Experience
#PatientExperience #HumanCenteredCare #Healthcare #MayoClinic