Experience Relationship Design: The Convergence of Technology, People, and Process

Patient experience is about making patient healthcare journeys better; in creating improved experiences, healthcare delivery staff often enjoy better processes and outcomes. But who is responsible for creating patient experience improvement? Where does one start? And are innovation and automation at the center of it all? Not necessarily says our latest podcast guest.

In this episode of the Key in to Quality podcast, Lacey Hart, Administrator, Experience Relationship Management (XRM), Quality Department, Mayo Clinic, says that experience design focuses on the gaps between the experience points along a patient’s journey. Hart, who leads a team of experience relationship design professionals, discusses how Mayo Clinic’s patient experience strategy has created powerful synergy between people, processes, and technology, resulting in better interactions—and relationships—with patients.

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Hosted by:

Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic

LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec

Twitter: @DrTimMorg

Guest LinkedIn:  Lacey Hart