Thank you for participating in Monday’s sessions at the seventh annual Patient Experience: Empathy + Innovation Summit. It was a terrific day of thought-provoking presentations and discussions.
Cleveland Clinic is a non-profit academic medical center. Advertising on our site helps support our mission. We do not endorse non-Cleveland Clinic products or services. Policy
Hopefully you are gaining new insights and ideas that you can take back to your organizations. Tuesday picks up with several opportunities for you to hear from national leaders and to participate in discussions that will help you amplify empathy.
Opening Remarks
Adrienne Boissy, MD, MA: “Patient experience is going to need to assert itself with safety and quality. It is what will distinguish our care.”
“How are you fostering relationships in your work? How are you building community?”
Walk a Mile in My Shoes
Sarah Cawley, MPAS, PA-C: “The meaning lies in the suffering. Suffering is powerful but it can be leveraged for good. Sit with it. This is where you find tangible empathy.”
“Honor the value of every life you encounter.”
The Dying
BJ Miller, MD: “The system itself can become a source of suffering [for patients].”
“Dying people are still living.”
“Watch yourself when you separate yourself from your patients in any way.”
Capability, Comfort and Calm: Designing Health Care Services for Excellence and Empathy
Elizabeth Teisberg, PhD: “Do we know the unspoken needs of the people we serve? Not knowing hurts patients and caregivers.”
“The fundamental question that brings together excellence and empathy is ‘How are you?”
Reverse Perspective: What if hotels treated guests like hosts?
Mark Hoplamazian: “You simply cannot script an authentic experience and authenticity beats out perfection every time.”
“Make it an emotional engagement. Not a transactional engagement.”
If We Can’t Cure the Patient, Can the Community?
Mark Hyman, MD: “Chronic disease is a social disease.”
“Illness starts with ‘I,’ wellness starts with ‘we.’”
“The health care walls have to break down and we need to think of health care without walls.”
What you thought you knew but patients know better: Reimaging the Patient Experience
Sally Okun, RN, MMHS: “No one voluntarily chooses to experience this [patient] journey.”
“To learn, listen well to impressions voiced by patients first. There’s a ripple effect when you begin to learn from listening.”
What Would You Do, If You Knew You Could Not Fail?
Regina Holliday: “The new world of data and access is changing everything.”
“When you bring everyone to the table, the ideas you come up with are amazing.”
Reaction Panel
Sarah Cawley, MPAS, PA-C: “Unless we share our stories, nothing changes.”
Christine Traul, MD: “Let’s be present. Let’s be there and engage with [patients].”
Thank you to all of the speakers for their engaging and impactful presentations.
We look forward to seeing you and continuing the discussion!
Women most likely to move past hesitancy upon advice by their doctors
Substantial increase in outpatient virtual visits in 2019
Not all physician burnout is the same
Several clinical studies underway at Cleveland Clinic
5 noteworthy details about Avon Hospital
Key Takeaways from Day 4 at 2016 Event in Cleveland
Key Takeaways from Day 3 at 2016 Event in Cleveland