Studies in Empathy: A Cleveland Clinic Podcast Cleveland Clinic Patient Experience

How do healthcare organizations continue to provide the best patient experience with a burned-out and exhausted staff? Do we still expect caregivers to provide the same level of care they did before the COVID pandemic? Join us in this episode with Sven Gierlinger, Chief Experience Officer at Northwell Health, and Rick Evans, Senior Vice President of Patient Services and Chief Experience Officer at New York Presbyterian hospital, as we discuss the hardships and opportunities we have to evolve the way we support caregivers, patients, and patients’ families.

Who do you call for the toughest patient care cases that don’t seem to have a clear path forward? In this episode, Dr. Jane Jankowski, Director of the Center for Bioethics and Dr. Georgina Morley, Director of the Nurse Ethics Program at Cleveland Clinic share how they and their teams advise and support the clinical teams in the most complex and distressing situations.

How do you build a facility from the ground up in a new country that maintains the organization’s model around delivering empathic care while incorporating the knowledge, experience and expertise of the UK’s healthcare professionals? Join Dr. Jim Gutierrez, Chief of Quality, Safety, and Patient Experience at Cleveland Clinic London as he shares the journey of Cleveland Clinic London from inception to opening.

How can improv and communication skills translate to a more creative, compassionate and empathetic environment in the healthcare setting? Listen as we explore the why and how of better listening, empathetic communication, being others focused with Kelly Leonard, the Executive Director of Learning and Applied Improvisation at Second City Works. Additionally, Kelly shares how his own personal and professional journeys have shaped his thoughts around empathy, communication and resiliency.

How can organizations take advantage of advanced technologies to care for patients while maintaining compassion, empathy and the human touch? In this episode, Cleveland Clinic's Chief Information Officer, Matt Kull, shares how the organization leverages data and technology to personalize the patient experience while maintaining privacy and the highest standards of care.

How do you foster empathy and resiliency during difficult times? Join us in a conversation with Steph Bayer, Senior Director, Patient Experience and Paul Kuzmickas, Director, Ombudsman at Cleveland Clinic as they discuss how ombudsman and patient experience leaders work to have the tough conversations and carry the heavy loads in order to provide support to patients, visitors and employees alike.