Improving the Patient Experience: How Healthcare Settings Can Build on Strategies that Work Well in Hotels (HLOL #133)

Andrés ValenciaAndrés Valencia is a business leader with more than 10 years experience as a manager in international hospitality. He has worked at top-end hotels, including the Ritz-Carlton. Valencia now brings a wealth of customer service and business best practices from the hotel industry to healthcare. He currently works at the Patient Experience and Engagement Program at the University of Chicago Medicine.

In this podcast, Andrés Valencia talks with Helen Osborne about:

  • What’s alike and what’s different in the fields of hospitality, hotel management, and healthcare.
  • Whether in hotels or healthcare settings, the importance of providing a warm welcome, pleasant stay, and warm good-bye.
  • Helping all staff better understand how to improve the patient experience.

Health Literacy from A to Z: Practical Ways to Communicate Your Health Message, Second Edition (Updated 2018), by Helen Osborne. Relevant chapters include: 4, 10, 40.

Read the written transcript.

Press Ganey’s CEO Talks about Analyzing Sentiments to Improve Healthcare Quality (HLOL #43)

Rick Siegrist is the CEO of Press Ganey – a worldwide company that helps more than 10,000 healthcare organizations measure and improve the quality of their care. For many years, Press Ganey learned about the patient experience mostly through satisfaction surveys. Now it is learning even more by analyzing the sentiments (comments) that patients write on these surveys.

Looking at satisfaction data along with patients’ sentiments is proving to be an effective way of understanding many aspects of the patient’s experience, including health communication.

In this podcast, Rick Siegrist talks about:

  • Using satisfaction surveys to learn about and improve healthcare quality.
  • Analyzing sentiments – a way to translate human emotion into hard data.
  • Bridging sentiments, satisfaction and health communication in your practice.

More Ways to Learn:

Health Literacy from A to Z: Practical Ways to Communicate Your Health Message, Second Edition (Updated 2018), by Helen Osborne. Relevant chapters include: 4, 6, 27.

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