Humanizing Healthcare is a webinar and podcast program dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships. Powered by Fidelum Health and PRC!
Applying Social Science to Improve Patient Experiences at Mayo Clinic
We are pleased to share that Laurie Wilshusen & Heidi Stehr, Patient Experience Leaders at Mayo Clinic, will be joining us to discuss how they Applied Social Science to Improve Patient Experiences in simple ways that any healthcare organization can implement.
Humanizing Healthcare is dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships.
What if some of the most important drivers of patient experience are missing from traditional healthcare surveys?
In this episode of Humanizing Healthcare, host Chris Malone welcomes Laurie Wilshusen and Heidi Stehr of Mayo Clinic to discuss how Mayo Clinic and Fidelum Health collaborated to apply the social science of warmth and competence to better understand patient emotions, perceptions and relationships.
Drawing on research involving more than 21,000 Mayo Clinic patients, Laurie explains why high patient satisfaction and recommendation scores do not necessarily translate into strong patient relationships. Heidi then shares how Mayo Clinic used these findings to introduce Warmth & Competence rounds, helping multidisciplinary teams identify practical opportunities to improve hospital environments, patient comfort, communication and collaboration.
The conversation highlights findings from their co-authored NEJM Catalyst article and offers actionable lessons for healthcare organizations seeking to strengthen patient experiences and relationships.
🎧 Listen to discover how a deeper understanding of human perceptions can lead to meaningful improvements in healthcare.
Key Takeaways
04:50 Why Traditional Patient Experience Measures Are Incomplete
06:39 The Science Behind Warmth and Competence
09:30 Key Findings from Mayo Clinic’s Patient Research
10:30 Understanding Patient Relationships, Hope and Belonging
12:40 Translating Research into Operational Improvements
15:30 How Warmth & Competence Rounds Work
18:00 Why Small Environmental Details Matter
20:30 Engaging Multidisciplinary Teams in Improvement
21:50 Lessons for Other Healthcare Organizations
23:49 Where to Start Applying These Insights
26:20 Questions From Listeners
32:10 Closing Reflections
Additional Resources
Read the NEJM Catalyst article: https://catalyst.nejm.org/stoken/default+domain/IDK67NSNWFMMZ7QAKQP9/full?
Fidelum Health: https://fidelumhealth.com/
Mayo Clinic: https://www.mayoclinic.org/
PRC: https://www.prcexcellence.com/
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