Cleveland Clinic Chief Experience Officer Adrienne Boissy, MD, kicks off the Patient Engagement & Experience Summit and sets the stage for the exciting slate of speakers to follow. With the digital era of medicine upon us, transformation and innovation are all the buzz. Dr. Boissy says we can get there, but only by being more ambitious about empathy operationalized.
Her message: Take the time to listen to the emotional challenges people and patients face and then create BIG bold operational fixes that make medicine more human(e). Take empathy out of magical, nice, unicorn land and unleash its full potential as the transformative beast in healthcare that it can be. Future efforts in access, patient partnerships, navigation, burnout, and billing all depend on our ability to change processes and operations for maximal emotional impact at scale.