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 Planetree!
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.
Navigating the healthcare system can feel daunting. From confusing jargon to impersonal encounters, many patients feel lost and overwhelmed. It’s easy for them to feel like just another entry on the assembly line. But what if healthcare could be different?
Dr. Susie Kane, Mayo Clinic’s first Chief Patient Experience Officer, is proving that it can. She joins us in this episode to discuss the initiatives that are transforming patient care at Mayo Clinic.
Known for excellence in patient care, Mayo Clinic’s vision is to “provide an unparalleled experience as the most trusted partner for healthcare.” In addition, the Mayo Clinic’s mission is “Inspiring hope and promoting health through integrated clinical practice, education and research.”
According to Dr. Kane, the formula for great healthcare is warmth and competence. It sounds simple, but there’s a catch: warmth comes first. When patients perceive that a doctor is caring and empathetic, they’re more likely to trust and comply with treatment plans.
It takes more than being good at your job but also about showing you care. Even small gestures, like knocking on a door before entering or explaining a procedure in plain language, can build trust.
Guided by these aims, Mayo Clinic partnered with Fidelum Health to determine the impact of HUMAN Brand® insights in building lasting patient relationships through warmth, competence, hope, trust, and belonging.
Tune in to the full episode for the full story of how the Mayo Clinic is putting patients first and building lasting relationships.
Key Takeaways
Introduction (00:00)
Dr. Kane’s personal journey and its impact on her career (02:29)
Warmth and competence as drivers of patient trust (13:18)
The value of small, compassionate actions in patient interactions (18:09)
Innovations in environmental design for patient comfort (20:27)
Supporting clinicians with scripting and tools (25:15)
Advice for healthcare leaders on improving patient satisfaction (27:02)
Free-text surveys for actionable patient feedback (29:42)
The importance of how clinicians make patients feel (34:34)
Additional Resources
Case Study Building Patient Relationships at Mayo Clinic: https://fidelumhealth.com/how-mayo-clinic-is-building-lasting-patient-relationships/
Fidelum Health and Mayo Clinic Collaborative: https://fidelumhealth.com/collaborative/
The HUMAN Brand Book Executive Summary: https://fidelumhealth.com/wp-content/uploads/2022/11/Executive-Book-Summary-of-The-HUMAN-Brand.pdf
Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/
Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/
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Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/
Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/
