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The Modern Patient Experience

The Modern Patient Experience

By AccessOne

On this show, we interview executives from hospitals, health systems and provider groups, physician leaders, nurses, and digital health pioneers. Our goal with this show is to equip healthcare leaders with new ideas and tactical advice to give your patients the clinical, financial, and operational experience they have come to expect.
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9. CEOs must create and hire the right roles to fully impact the patient experience

The Modern Patient Experience

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9. CEOs must create and hire the right roles to fully impact the patient experience
9. CEOs must create and hire the right roles to fully impact the patient experience
UC Davis Health CEO David Lubarsky, MD, joins the show to discuss his efforts at one of California's largest academic medical centers to not only improve the campus buildings, but also ensure his team has the right roles for this era in time. He's brought on a Chief Wellness Officer, a Chief Diversity Equity and Inclusion Officer, a Chief Digital Health Officer, and even a James Beard-winning chef to ensure that his health system has adapted and changed with the times. 
37:55
November 16, 2022
8. A Beginner's Guide to Health Equity: What is it really? And why does it matter for patients.
8. A Beginner's Guide to Health Equity: What is it really? And why does it matter for patients.
Josh Liao, MD, has committed his career to improving health care payment and delivery. He works on this mission in several ways, including local system change, scholarship and evaluation, and policy. Health equity is a policy area he passionately advocates for. In this episode, Dr. Liao shares the baseline for what health equity is, why it matters, and how health systems and policy experts need to create new systems in order to make a more equitable care delivery system for all patients. Think of this episode as an intermediate look at health equity. Not quite a 101 course, but certainly not a 400-level one either. 
34:12
October 26, 2022
7. Customer service needs to be the highest paying role in revenue cycle to improve the patient financial experience
7. Customer service needs to be the highest paying role in revenue cycle to improve the patient financial experience
Terri Meier, director of patient revenue at University California San San Diego Health, discusses her work to transform the patient financial experience at UCSD Health, starting with creating a single billing office, brining revenue cycle back in house after years of outsourcing, and making the customer service reps the highest paying role on the revenue cycle team. 
24:11
August 24, 2022
6. Paper is STILL the enemy in healthcare and so is reinventing the same patient data everytime
6. Paper is STILL the enemy in healthcare and so is reinventing the same patient data everytime
Jonathan Bush, CEO of Zus Health, and former CEO of athenahealth needs little introduction in the world of health IT. He stops by for a wide-ranging interview about why digital health companies are the shot in the arm patients need, why he started Zus Health to speed up the entire category, what he learned in the years after he was fired at athenahealth in 2018 and starting Zus Health,  and why the existence of paper in healthcare still fills him with rage.
26:08
August 03, 2022
5. Patients in addiction recovery deserve better than what the traditional delivery system has provided
5. Patients in addiction recovery deserve better than what the traditional delivery system has provided
Kevin Holst, chief commercial officer of Groups Recover Together, joins the show to discuss the impact Covid-19 has had on the addiction recovery journey for many patients, why virtual group therapy has allowed many in recovery to stay the course, how Groups works with payers to create lasting outcomes for patients, what it takes to keep 70% of patients in recovery, and why the patients themselves are the biggest source of inspiration for the addiction recovery organization. 
39:55
December 14, 2021
4. Put Patients on Your Board of Directors to Be More Accountable to Them
4. Put Patients on Your Board of Directors to Be More Accountable to Them
Miguel McInnis, Chief Executive Officer at MetroHealth in Washington, DC, joins the show to discuss why it's scary, humbling, and ultimately beneficial to have patients as members of your board, why something as seemingly simple as fixing your automated phone system can have a big impact on the patient experience, and why the patient isn't always right but it is the job of healthcare organizations to both care for and educate them when they are wrong. 
43:16
November 08, 2021
3: What healthcare can learn from Disney and Lego to create more wow experiences
3: What healthcare can learn from Disney and Lego to create more wow experiences
Jeremy Behling, Chief Operating Officer at Next Level Urgent Care in greater Houston, Texas, joins the show to discuss why urgent care franchises must focus on the entire patient journey to distinguish themselves from competitors, how an operational leaders role is to remove the junk from other teams so that they can better serve patients, and what healthcare can learn from Disney and Lego about creating more wow experiences for patients.
40:08
October 25, 2021
2: The entrepreneurial mindset is crucial to fixing and improving the patient experience in healthcare
2: The entrepreneurial mindset is crucial to fixing and improving the patient experience in healthcare
John Shufeldt, MD, an emergency medicine physician by trade and a serial entrepreneur at heart, is an urgent care and telehealth pioneer. In 1993, he founded his first urgent care franchise and helped grow it to 60 locations. In 2010, John sold his urgent care business and started MeMD, a national virtual healthcare platform, which he just sold to Walmart Health in 2021. We discuss John's history of entrepreneurship in healthcare, why improving the patient experience depends on everyone in the industry having that mindset, and how entrepreneurship is really just the ability to recognize and solve problems at scale. 
27:31
October 12, 2021
1: What if an Academic Medical Center and Silicon Valley had a baby? with Stephen Klasko, MD, CEO Jefferson Health
1: What if an Academic Medical Center and Silicon Valley had a baby? with Stephen Klasko, MD, CEO Jefferson Health
Stephen Klasko, MD, CEO of Jefferson Health, kicks off the podcast as the first guest. We discuss his vision for Jefferson Health to deliver care anywhere, why he invested $35M into telehealth initiatives back in 2013, and how having a small incubator within Jefferson to develop new apps and solutions has made the health system more patient-friendly. 
38:34
October 01, 2021