Dr. Adrienne 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.
Dr. Adrienne Boissy, Patient Experience Pioneer
Adrienne Boissy, MD, MA, is Chief Experience Officer of Cleveland Clinic Health System and a staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. In this role, Dr. Boissy leads the Office of Patient Experience and its initiatives to address and improve every aspect of a patient’s encounter with the Cleveland Clinic Health System—from their physical comfort to their educational, emotional and spiritual needs.
Dr. Boissy chairs the Empathy and Innovation summit, the largest independent summit on patient experience in the world. She also guided the development of patient advisory councils across Cleveland Clinic Health System and currently serves as Editor-in-Chief of the Journal of Patient Experience.
Connect with Adrienne
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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 them.
As Chief Experience Officer of Cleveland Clinic, Adrienne helped pioneer their patient experience work. Listen in as she shares some of the key learnings from leading one of the first official patient experience departments.
- Adrienne’s TED talk, Seeing and Being Seen: A Call For Healing
- 360Connext® post, 5 Ways to Improve the Patient Experience in 2016
- Customers That Stick® post, When Bad Systems Happen to Good People
- Episode 062: Shel Israel, Cross-Disciplinary Communicator
Take care of yourself and take care of your customers.