39 min
Patient Experience: Creating a Family in Healthcare Thriving Transformation
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- Management
On This Episode of Thriving Transformation in partnership with Aquitude Health
* Christina Ioannidis talks to Maazza Almagthob, Patient Experience Director at Cleveland Clinic Abu Dhabi. Maazza has over 25 years of experience in customer service including the Dubai World Trade Centre, Healthcare, as well as banking institutions. In this podcast, Maazza dissects how Cleveland Clinic, Abu Dhabi embeds the award-winning Patient Experience culture of the Cleveland Clinic US in the different cultural context of the Middle East.* Maazza holds a Master’s Degree in Business Administration from The University of Manchester, and her professional accolades include being a certified Master coach and NLP Master practitioner.
Notable Quotes
* ‘You need to make the core very clear, understandable, agree what patient experience means to each caregiver’’* ‘PX is not an add-on; it is part of every interaction you have with your patient’* ‘We link the PX programme with technical training’* ‘In a family-oriented society, family needs to be introduced in the patient journey’* ‘PX is a work-in-progress. It will never end.’* ‘It is important to hire talent for the right mindset. Empathy and compassion come from within’
Talking Points in This Episode:
* The importance of spot-checks to gauge the understanding of PX within staff* The need to use make empathy culturally sensitive* Instilling the Patient and Family Advisory Council to build engagement; making the PFAC part of the Cleveland Clinic family’ they are more than just ‘guests’* The imperative adjust PX to reduce anxiety during CoVid19 and embed mental health in wellness programme.
Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you
On This Episode of Thriving Transformation in partnership with Aquitude Health
* Christina Ioannidis talks to Maazza Almagthob, Patient Experience Director at Cleveland Clinic Abu Dhabi. Maazza has over 25 years of experience in customer service including the Dubai World Trade Centre, Healthcare, as well as banking institutions. In this podcast, Maazza dissects how Cleveland Clinic, Abu Dhabi embeds the award-winning Patient Experience culture of the Cleveland Clinic US in the different cultural context of the Middle East.* Maazza holds a Master’s Degree in Business Administration from The University of Manchester, and her professional accolades include being a certified Master coach and NLP Master practitioner.
Notable Quotes
* ‘You need to make the core very clear, understandable, agree what patient experience means to each caregiver’’* ‘PX is not an add-on; it is part of every interaction you have with your patient’* ‘We link the PX programme with technical training’* ‘In a family-oriented society, family needs to be introduced in the patient journey’* ‘PX is a work-in-progress. It will never end.’* ‘It is important to hire talent for the right mindset. Empathy and compassion come from within’
Talking Points in This Episode:
* The importance of spot-checks to gauge the understanding of PX within staff* The need to use make empathy culturally sensitive* Instilling the Patient and Family Advisory Council to build engagement; making the PFAC part of the Cleveland Clinic family’ they are more than just ‘guests’* The imperative adjust PX to reduce anxiety during CoVid19 and embed mental health in wellness programme.
Please get in touch with me at ChristinaIoannidis.com and let me know what you think of this episode or the show in general. You can reach me via Instagram, LinkedIn – or the web contact form. Thank you
39 min