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Dr. Gary Kaplan to Present Keynote at The Governance Institute’s October Leadership Conference

The Governance Institute’s October 2019 Leadership Conference will bring together board members, CEOs, senior executives, physician leaders, general counsels, other healthcare professionals, and industry-leading healthcare governance experts from across the nation to learn, discuss, debate, and network on challenging issues facing today’s hospital and health system boards.

The Hidden Healthcare Issue: Burnout

Burnout is defined as “a longterm stress reaction marked by emotional exhaustion, depersonalization, and a lack of personal accomplishment.” In 2015, physician engagement was identified as the number one opportunity to improve the U.S. healthcare system and CEOs’ top strategic priority. In contrast, today it has become a focus on provider burnout. Clinicians are becoming increasingly apathetic during interactions due to caregiver fatigue and subsequently burnout. This leads to an inability to fully engage with patients.

Physician Transparency: An Urgent Priority for Today’s Boards

To gauge the importance of patient experience transparency in healthcare, consider how consumers approach buying decisions. Most wouldn’t dream of making any large purchase before they consulted online ratings and reviews. In many cases, the absence of word-of-mouth from their fellow consumers is an immediate mark of suspicion. No reviews means no trust, which ultimately means no transaction. Such is the hold that transparency has on the economy.Healthcare decisions are no exception.

The Relationship Era: Why Satisfaction, Quality, and Value Aren’t Enough to Win Over the Consumer

In the next decade, let’s hope we can consider the consumer point-of-view in measurement or any matter that requires their buy-in or benefits from their insight. In the world of healthcare, everything is riding on the relationship we build with  our consumers. It’s time to stop talking, start listening, and form our  goals  with our most important ally: the people we serve.