This episode features Katherine Kalthoff, Division Vice President of Patient Experience at HCA Healthcare. Here, she discusses how managing patient experience has evolved throughout the years, how Covid has amplified the significance of patient experience, what she thinks about big tech & retail disruptors in healthcare, and more.
Summary
Managing Patient Experience with Katherine Kalthoff
In today's healthcare industry, patient experience is more important than ever before. This episode of our podcast features Katherine Kalthoff, Division Vice President of Patient Experience at HCA Healthcare. She provides an insightful discussion about how managing patient experience has been evolving throughout the years, especially in light of the Covid-19 pandemic.
The Significance of Patient Experience During Covid-19
Katherine Kalthoff believes that the pandemic has amplified the importance of prioritizing patient experience. Healthcare providers have had to adjust rapidly to new protocols and guidelines while managing the risks of exposure to the virus. Additionally, patients have more concerns than ever, making it essential to make them feel safe and cared for throughout their healthcare journey.
Big Tech & Retail Disruptors in Healthcare
When discussing the entrance of retail giants and big tech into the healthcare market, Katherine Kalthoff gives her opinion that they will make healthcare more responsive to patients. However, she emphasizes that healthcare is still primarily about trust. Every interaction must demonstrate caring and earn a patient's confidence in the healthcare system.
Kate Koff's Perspective on Patient Experience
Kate Koff, Vice President of Patient Experience for Methodist Healthcare, shares her perspective on the evolution of patient experience. She believes that patient experience has shifted towards a focus on quality and safety, with an emphasis on supporting care teams and recognizing their hard work. Kate Koff believes that organizations should examine what tasks can be outsourced or eliminated to reduce the burden on their directors. Lastly, she is excited about shifting the focus of patient experience from a mere window dressing to something more substantial and clinically meaningful.
Choosing Healthcare Vendors
Kate Koff also provides helpful tips for organizations looking for potential solutions and vendors in the healthcare industry. She recommends keeping an open mind about new innovations, examining who is running the company, and whether their advocates are trustworthy people in the field.
Overall, this episode provides an insightful discussion on managing patient experience, the significance of trust in healthcare, and how providers can effect substantial changes. It highlights the need to remain open-minded and willing to change in the rapidly evolving healthcare industry.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to podcasts@beckershealthcare.com
This episode aired on 10/30/2022 and can be listened here.
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