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Revolutionizing Healthcare: The Power of Compassion and Patient Experience with Jennifer Carron, Patient Experience Officer at BJC Healthcare [Patient Experience]

5/17/2023 • 31 min

Jennifer Karen is the Patient Experience Officer at BJC Healthcare and an industry leader in HealthCare experience strategy. Jennifer is an active member and advisor to national and international organizations and Boards. She is a fire starter inspiring a culture of service excellence, hospitality, ownership, and results across the globe. What does patient experience mean to you? 1:13.868 – 1:49.720How can you give your patient their best life? 2:04.793-3:26.103What questions are you asking your patients? 4:03.542 – 4:56.363How important is it to have compassion in the patient experience? Why? 5:33.771 – 8:01.393Can compassion be taught? 8:18.261 – 9:09.797Why is compassion not taught in school? 9:18.735 – 10:09.064If the world of academia was listening to this episode right now, what would you tell them about compassion? 10:29.044 – 11:14.012How important is it to know the patient’s journey? 11:45.060 – 12:49.967Have a Compassionate Mindset – [Don’t make your patients wait] 14:17.664 – 15:34.118On a prior conversation you mentioned that your professionals have coaches, so why is that so important? 15:53.417 – 16:25.891Why All clinicians should have coaches - A good coach will help the patient and human experience 17:32.468 – 19:19.741How does listening change patients’ behavior? 19:59.292 – 21:58.13423:41.293 – 24:16.533 How to use visualization to improve HealthcareHow can you check your bias before listening? 25:02.908 – 26:06.628If you could leave a note to all customer service professionals, what would you say? 29:19.711 – 30:02.351 ABOUT NICK GLIMSDAHL Subscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedIn LISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS: Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/

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