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Transformation @ Work

Episode 4: Humanizing Healthcare: How Providers Can Move the Needle on Customer Experience

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Transformation @ Work

Episode 4: Humanizing Healthcare: How Providers Can Move the Needle on Customer Experience

Health Cloud

Episode 4: Humanizing Healthcare: How Providers Can Move the Needle on Customer Experience

Marina Jackman profile photo

Marina Jackman

Director, Healthcare & Life Sciences (Providers)

Marina has been immersed in the healthcare world for nearly a decade. From the army to veteran-related nonprofits to Gerent, she's seen firsthand the impact of how basic structure and administrative support can facilitate better patient care and transform the healthcare experience.

If you’ve sought medical care, tried to fill a prescription, or just read a hospital bill lately, you probably already know the hard truth: healthcare has become dehumanized. There are valid reasons for the shift; after all, providers have long struggled with interoperability, personnel workloads, and the ever-growing problem of confidentiality. But the end result is the same: a sub-par customer experience that strains the trust between patient and provider. 

Thankfully, digitalization can help right the scales and empower providers to put the focus back where it matters: on the patient. In this episode of Transformation @ Work, we’re talking about humanizing healthcare – how digital tools can help providers put the focus back on their patients and deliver the kind of care that brings real peace of mind.


If you’ve sought medical care, tried to fill a prescription, or just read a hospital bill lately, you probably already know the hard truth: healthcare has become dehumanized. There are valid reasons for the shift; after all, providers have long struggled with interoperability, personnel workloads, and the ever-growing problem of confidentiality. But the end result is the same: a sub-par customer experience that strains the trust between patient and provider. 

Thankfully, digitalization can help right the scales and empower providers to put the focus back where it matters: on the patient. In this episode of Transformation @ Work, we’re talking about humanizing healthcare – how digital tools can help providers put the focus back on their patients and deliver the kind of care that brings real peace of mind.


Key Ideas:

2:30 - Defining our terms: what do we mean when we say healthcare has become “dehumanized?”

5:36 - Why the patient experience needs to be at the heart of the healthcare industry

9:16 - Industry obstacles that providers should be aware of while trying to improve patient experience

13:15 - How digital transformation improves the experience of patients and providers alike

14:26 - How can providers leverage digitalization to put the focus back on their patients?

16:35 - Case study: What a focus on patient experience means during a family health crisis

21:46 - Providing personalized, one-on-one healthcare through digital transformation

26:16 - What a truly differentiated patient experience looks like, from a provider’s perspective

33:33 - Common roadblocks providers encounter while trying to improve customer experience, and how team leaders can avoid them

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