SHIFTING FROM PATIENT EXPERIENCE TO HUMAN EXPERIENCE
In This Episode
▸ [01:57] What drew Nicole back to healthcare
▸ [05:09] What human experience looks like in a healthcare setting
▸ [10:30] Keeping leadership focused on human experience, not just metrics
▸ [16:43] The ROI of experience in healthcare
▸ [22:15] How diversity helps an organization stay human-obsessed
▸ [26:04] Nicole’s advice for those in CX
▸ [29:04] The Combustion Questions
what we learned from nicole
▸ Connect with and learn from other human-obsessed individuals in your field.
▸ Diversity matters, and helps you learn from others with unique or different experiences.
▸ Everybody’s experience – not just the patient – matters in the healthcare Experience Ecosystem™.
[06:02] – “The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”
[13:24] – “The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”
[24:33] – “Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”
[25:57] – “I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”'
[27:00] – “You have to be willing to humble yourself to know you don’t know eve
Nicole Cable is the Chief Experience Officer of CareMax, Inc., which is a network of value-based clinics providing primary care, dental care, social services and more. Previously, she served as the Chief Experience Officer of InnovaCare Health.