New podcast season, case study, and trends report showcase the power of Human Understanding
Check out the recent snapshots highlighting how we put Human Understanding® into practice.
Dr. Mike’s perspectives on how to ignite a better patient experience
In today’s healthcare landscape, patients crave more than just medical expertise—they want genuine connections and personalized care. Yet, amidst the growing demands and challenges, healthcare teams may feel overwhelmed by meeting these expectations.
Enter Dr. Mike Varshavski, better known as “Dr. Mike” online—a family medicine physician and health influencer. Recently, Dr. Mike took center stage in to kickoff a new season of NRC Health’s Patient No Longer Podcast, diving into the future of patient experience.
With a staggering 23 million followers, Dr. Mike brought a wealth of insights to the table. He emphasizes the power of human connection in healthcare and explores how clinicians can navigate the delicate balance between empathy and the realities of modern healthcare delivery.
Drawing on stories from his vast community, Dr. Mike showcases the transformative impact of prioritizing human understanding. From patients’ perspectives to providers’ experiences, he paints a compelling picture of how empathy and communication reshape the healthcare landscape.
Learn more about Dr. Mike’s take on the role of AI, telemedicine, transparency of hospitals, patient experience scores, and the important role of Human Understanding in the podcast. And check out the full lineup of new episodes of Patient No Longer.
Highlights from the 2024 Experience Perspective
The 2024 Experience Perspective, led by NRC Health’s Human Understanding Institute, delves into key insights to enrich strategies in brand identity, consumer engagement, patient care, and employee experience.
In a recent live webcast, NRC’s Dr. Gregory Makoul, Toya Gorley, and Ryan Donohue discussed the report’s findings:
- Innovation Starts with Fundamentals: Organizations recognize the importance of connecting experience, quality, safety, equity, and brand. Aligning these domains can re-energize improvement efforts and foster a holistic view of healthcare.
- Understanding Detractors: Detractors, often overlooked, play a crucial role in shaping patient experience. Focusing on their needs and experiences can lead to significant improvements and potentially turn them into promoters.
- Emerging Trends: Healthcare consumers now have unprecedented access to information and care. Health systems are prioritizing consumer journeys and digital adoption to stay relevant.
The report emphasizes the importance of human understanding and stakeholder accountability in driving meaningful change in healthcare. By listening to patients, bridging gaps, and staying focused on real-world needs, healthcare organizations can innovate and deliver exceptional care experiences.
Improving parental involvement for better NPS at Children’s Minnesota
Children’s Minnesota, a leading pediatric health system exclusively dedicated to children in Minnesota, prioritizes providing exceptional care through innovation, research, and compassion. In fall 2022, the organization embarked on initiatives to address staffing shortages and enhance patient-experience scores using insights from NRC Health data.
One area of focus was the organization’s Infectious Disease clinic, where comprehensive discussions and unique treatment plans were integral to patient care, but where feedback revealed a gap in perceived information received by families. Patient-education materials were developed for the top diagnoses to address enhancing communication and understanding between care teams and families.
Similarly, the Radiology department at Children’s Minnesota aimed to improve communication with patients and families, particularly regarding wait times and procedure explanations. Implementing the AIDET communication model—Acknowledge, Introduce, Duration, Explanation, and Thank You—significantly improved patient experience. Strategies included plain-language communication, reminder posters, and recognition of staff efforts, reinforcing a patient-centric approach.
Children’s Minnesota leverages NRC Health tools such as the Priority Matrix and Department Summaries to set goals and monitor performance, driving continuous improvement. Additionally, the organization explores demographic-specific data to address disparities and enhance patient care.
Check out the Children’s Minnesota case study, which shows how to prioritize effective communication, patient education, and staff engagement to deliver exceptional care experiences and empower care teams to provide the best possible care for children and families.
