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cover of episode Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout

Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout

2025/1/22
logo of podcast Experts of Experience

Experts of Experience
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A
Alyssa Scully
L
Lauren Wood
Topics
Alyssa Scully: 我在北威尔健康工作了七年，主要关注改善医生的工作体验。我们致力于减少医生的行政负担，例如电子病历和文书工作，这占用了他们大量时间。我们正在探索利用人工智能工具来提高效率，并通过团队合作来减轻医生的工作压力。我们还推出了“Team Well Physicians”项目，以改善医生的身心健康，并通过年度表彰计划来提升他们的工作满意度。我们与美国医学会合作，致力于改善医生的工作环境。我们还通过病人体验调查和五星透明度计划来收集病人反馈，并对医生进行评价。我们正在进行数字化转型，迁移到Epic电子病历平台，并实施Salesforce系统，以更好地将病人与合适的医生匹配，并提供更个性化和便捷的医疗服务。我们努力创造一个积极的工作环境，让医生能够专注于病人护理，并重拾对医学的热情。我们还致力于为医生创造一个类似星巴克的“第三空间”，让他们能够放松身心，并促进彼此之间的联系。 Lauren Wood: 我对北威尔健康如何平衡病人体验和运营复杂性，以及如何支持和赋能医生提供优质服务很感兴趣。我还想知道技术进步如何改变了医疗服务提供方式，以及如何培训和赋能团队成员提供高水平的病人体验。

Deep Dive

Chapters
Northwell Health prioritizes patient-centric approaches, integrating operational improvements with patient experience. They foster physician engagement to build lifelong patient loyalty, addressing the challenges faced by physicians daily.
  • Patient-centric approach guides operational improvements.
  • Focus on creating lifelong patient loyalty.
  • Physician engagement is crucial for improving patient experience.

Shownotes Transcript

There’s nothing more frustrating than feeling misunderstood, undervalued, or out of place in a doctor’s office. That’s exactly why Northwell Health has set a new standard for both physician and patient experience.  Alyssa Scully, Assistant Vice President of Operations at Northwell Health, shares exactly how her team is transforming provider and patient experience, and their methods might surprise you… From hyperpersonalized physician referrals to patient care plans designed to bring you more fulfillment and joy — instead of simply treating symptoms of a disease — Northwell Health is redefining “care” on every level. Tune in to discover Northwell Health's innovative approaches to improving both patient and physician experiences, including data-driven metrics, annual award programs, patient experience transparency, and reducing day-to-day administrative burdens for doctors.Key Moments:  

  • 00:00 Alyssa Scully, Assistant Vice President of Operations at Northwell Health
  • 00:46 Balancing Patient Experience and Operations
  • 02:40 Supporting and Empowering Physicians
  • 04:33 The Impact of Technological Advances in Healthcare
  • 10:20 Physician Wellness Programs
  • 21:17 Training and Empowering Healthcare Teams
  • 36:15 Implementing Salesforce for Personalized Care
  • 42:31 Creating A “Third Place” For Physicians

 

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