Improving the heart of patient experience

Host: Timothy Morgenthaler, M.D. @DrTimMorg

Guests:

Kelly Vorseth, Senior Patient Experience Director, Sheikh Shakhbout Medical City (SSMC)

Dr. Hassa Saif Al Mazrouei, Medical Director of Patient Experience, Sheikh Shakhbout Medical City (SSMC)

Patient experience has long been recognized as a domain of quality at Mayo Clinic, and there is increasing evidence that there is a strong link between patient experience and clinical outcomes. Patient experience has become one of many key metrics for measuring quality care. Organizations that succeed in improving patient experience have adopted a strategic approach that engages patients, healthcare staff, and at times, entire communities.  But how does an organization approach that, and what is involved?

The podcast features two experts who recently helped form a patient experience team and strategy at a new, unique, and growing medical center. Abu Dhabi Health Services Company (SEHA) and Mayo Clinic just recently marked the second anniversary of their joint venture that launched to operate Sheikh Shakhbout Medical City (SSMC), one of the United Arab Emirates' largest hospitals providing care for patients with serious and complex medical conditions.

Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/.

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