Experience Strategy Podcast Newsletter: How to Create a Seamless Patient Experience
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Want to deliver a more seamless patient experience but are challenged by organizational silos? In this episode, you’ll learn how to get the research, partnerships, and innovation processes you need, so you can compete more effectively.
We are joined by Tiffany Mura, the Strategic Lead, Healthcare for Stone Mantel where she focuses on growing the practice and helping healthcare clients create transformational experiences for patients, caregivers, and healthcare professionals. With almost 20 years’ experience across all key healthcare sectors - from life sciences to health insurance to digital/non-traditional - Tiffany brings a cross-industry perspective and deep knowledge of the space to help clients tackle the most challenging problems facing healthcare today. She has worked on both the agency and the client side, giving her a first-hand understanding of the internal corporate challenges clients face when trying to drive innovation and effect transformative change.
Tiffany shares emerging trends, resources, and game-changing frameworks for succeeding in the competitive Healthcare industry.
Welcome to the Experience Strategy Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to lead the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.
In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.
For our first issue, check out this deep-dive into creating patient seamless experiences, then listen to our latest podcast with Tiffany Mura for more!
Introduction
Due to an increase in competition, digital innovation, and shifting patient expectations, a meaningful patient experience is key to growth in the healthcare sector. In a recent interview with Tiffany Mura, the strategic lead for Healthcare at Stone Mantel. With nearly two decades of experience spanning various healthcare sectors, Tiffany is a seasoned expert in helping create transformational experiences for patients, caregivers and healthcare professionals. In this newsletter you’ll find Tiffany’s top recommendations for propelling your healthcare practice forward and standing out in this competitive economy.
Understanding the Human Element
Healthcare experiences should focus on the entire person, not just their role as a patient. By taking the time to listen actively to patients’ concerns, understanding their personal stories, and considering their cultural backgrounds, healthcare professionals can form deeper connections with those they serve. Incorporating human-centric design principles ensures that patients and healthcare professionals have meaningful interactions. This approach not only enhances the patient experience but also improves the overall quality of care provided.
Breaking Down Silos
Many healthcare organizations suffer from a common challenge where different departments operate in isolated silos, hindering effective communication and collaboration. This can also lead to misunderstandings and misalignments in organizational goals. By implementing a collaborative approach, it can help companies bring people together, foster innovation and share understanding, resulting in better experiences.
Innovating through Experience Strategy
Experience strategy should be seen as a primary catalyst for driving innovation in the healthcare sector. Traditional approaches may have served their purpose in the past, but with the rapidly evolving expectations of patients and healthcare professions, adopting a fresh perspective is essential. By drawing inspiration from other industries outside of the healthcare bubble and exploring successful strategies and practices from sectors like hospitality, technology, or retail, healthcare companies can gain valuable insights and apply design thinking - putting the patients and healthcare professionals at the heart of the innovation process - to create more impactful and seamless experiences.
Addressing Physician Burnout
Physicians and nurses play a pivotal role in delivering quality care, and their experiences directly impact the level of care they can provide to their patients. Physician burnout has become a concerning issue in the healthcare industry, with long hours, heavy workloads, and administrative burdens taking a toll on healthcare professionals’ mental and email well-being. To address physician burnout effectively, healthcare organizations need to prioritize the creation of solutions that not only enhance patient outcomes but also support the well-being of their staff. By doing so, healthcare professionals can feel more supported and less overwhelmed, enabling them to perform at their best and deliver better care to their patients.
Leveraging Technology
Technology plays an important role in enhancing various aspects of healthcare, from streamlining administrative processes to improving patient outcomes. Moreover, technology offers innovative solutions to offload burdens on healthcare professionals, enabling them to focus more on patient care and less on administrative tasks. By utilizing technology like AI and data analytics it can help improve patient care, reduce costs, and create innovative solutions. While technology offers significant opportunities for improvement, it’s essential to note the importance of striking the right balance between human interaction and technological interventions. Emphasizing a human-centric approach to technology adoption ensures that the patient’s emotional and psychological needs are not overlooked and that technology complements, rather than replaces, the personal touch in patient care.
Creating Partnerships
Explore the value of creating partnerships through collaborative programs, like Stone Mantel’s Healthcare Collaborative. Such initiatives serve as a bridge between organizations within the healthcare industry, fostering meaningful connections and enabling the exchange of innovative ideas. By participating in these programs, healthcare organizations can break down barriers of isolation and silos, paving the way for potential partnerships that can drive transformative change and position themselves at the forefront of industry advancements unlocking the world of possibilities for impactful and meaningful contribution to the healthcare ecosystem.
Driving Solutions to Action
Joining a collaborative program not only fosters creativity but also provides a framework for actionable solutions. This framework serves as a guiding pathway for organizations to take their ideas from inception to implementation, ensuring that these solutions align with the necessary regulations and requirements in the healthcare industry. Through the structured framework, invaluable insights, and a supportive community the collaborative program equips healthcare professionals to refine and strengthen their ideas, fostering open discussion and valuable feedback sessions that can lead to impactful partnerships and new possibilities.
Discover the key to unlocking a seamless patient experience by embracing the power of human-centric design, tearing down the barriers of organizational silos, and igniting innovation through experience strategy. Addressing physician burnout and leveraging cutting-edge technology are essential steps to elevate patient care to new heights. But that’s not all – our exclusive Stone Mantle Healthcare Collaborative awaits! The Stone Mantle Healthcare collaborative offers a unique opportunity to gain insights, develop innovative solutions and foster connections within the industry. Don’t miss your chance to be part of this transformative experience. Reach out to Tiffany Mura at tiffanymura@stonemantel.co or linkedin.com/in/tiffanymura or visit the Experience Strategy Website to learn more about Stone Mantel’s Collaborative Program.