How Cleveland Clinic Delivers One Million Same-Day Appointments

[Healthcare Success Leadership Podcast Series] What does it take to upset longstanding “tradition” in healthcare ivery and to provide patients with quick, convenient access to care via same day appointments and other innovative approaches. Cleveland Clinic’s Chief Marketing and Communications Officer Paul Matsen, and Stewart Gandolf, CEO of Healthcare Success discuss the process of change, top-tier…

Service Fanatics: Required Reading for Superior Patient Experience

Editor’s Note: In our continuing series of leadership interviews, Stewart Gandolf, CEO of Healthcare Success talks with Dr. James Merlino who recently assumed a position with Press Ganey as president and chief medical officer of the strategic consulting division. At the time of this interview Dr. Merlino was the Chief Experience Officer and Associate Chief…

How Cleveland Clinic Builds Brand Recognition via Multichannel Marketing

[SHSMD14 Speaker Podcast Series] Stewart Gandolf, CEO of Healthcare Success talks with Cleveland Clinic’s Chief Marketing and Communications Officer Paul G. Matsen. Mr. Matsen will be speaking at the 2014 SHSMD Connections Conference on the topic: Building a Global Healthcare Brand Through Multichannel Marketing. In today’s podcast, Stewart Gandolf and Paul Matsen discuss how the world-renowned…

Leveraging the Power of Peer Coaches, Role Models and Grassroots Champions

[2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Lonnie Hirsch of Healthcare Success talks with Shannon Morris, Service Excellence Manager, Children’s National Health System, Washington, DC. Shannon will be speaking at the Cleveland Clinic Patient Experience Summit on the topic of: The Power of Peer Coaches: Leveraging the Grassroots…

Leadership First, and other Critical Lessons to Improve Patient Experience

  [2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Stewart Gandolf, CEO of Healthcare Success talks with Dr. James Merlino, Chief Experience Officer and Associate Chief of Staff for the Cleveland Clinic. A fundamental success factor for improving patient experience in any organization is a “from-the-top” mandate, Dr. James…

Empathy and Innovation Summit: Reducing Compassion Fatigue Using Spiritual Texts [Podcast]

[2014 Cleveland Clinic Patient Experience Speaker Series] In today’s interview, we spe with Chaplain Linda S. Golding of New York-Presbyterian Hospital as a preview of her upcoming presentation at the 5th Annual Patient Experience Summit in May. Her talk is titled, Reducing Compassion Fatigue and Building Cultural Competence Using Texts. Following a 30-year career in…

Care Delivery Trifecta: Improve Patient Experience, Outcome (and Decrease Cost) [Podcast]

[2014 Cleveland Clinic Patient Experience Speaker Series] In our continuing series of leadership discussions, Pamela Greenhouse, Executive Director, PFCC Innovation Center of UPMC, previews her Empathy + Innovation Summit presentation. The title of her talk: Patient and Family Centered Care Methodology: Improving Experiences and Outcomes While Reducing Costs. The “trifecta in care ivery” is the…

Cleveland Clinic Panel: Patient Engagement is Essential to Healthcare Mobile Apps [Podcast]

[2014 Cleveland Clinic Patient Experience Speaker Podcast] In our continuing series of leadership interviews, Stewart Gandolf, CEO of Healthcare Success talks with Wayne Guerra, MD, Co-founder of iTriage, a popular mobile healthcare app. Dr. Guerra will be participating in a panel session titled, Game Changers in Mobile Apps at the 5th Annual Patient Experience: Empathy…

Medical Grand Rounds: The Impact of Patients’ Perceptions of Care on Physicians [Podcast Series]

[2014 Cleveland Clinic Patient Experience Speaker Series] In our continuing series of leadership interviews, Maureen Fagan, Executive Director of the Center for Patients and Families at Brigham and Women’s Hospital previews her Empathy + Innovation Summit presentation. Her talk at the Patient Experience Summit is titled, Patient and Family Centered Care in Medical Grand Rounds:…

Seeing Patients by the Dozen: Group Appointments Are Increasing

The concept of shared medical appointments (one doc seeing several patients) isn’t well known or wiy available…yet. That seems to be changing. The pressures of “ patients” and “fewer doctors” (among other things) are straining the nation’s healthcare ivery system, but it’s fueling innovative approaches that save time, reduce cost, and improve access, outcomes and…

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