patient experience

Dr. Adrienne Boissy of The Cleveland Clinic, one of the first organizations to create C-suite responsibilities around the patient experience, shares highlights from her 12 years of leading an enormous shift in how the healthcare system perceives and engages patients.

Dr. Adrienne Boissy, Patient Experience Pioneer

Adrienne Boissy, MD, MA, is Chief Experience Officer of Cleveland Clinic Health System and a staff neurologist at the Cleveland Clinic Mellen Center for Multiple Sclerosis. In this role, Dr. Boissy leads the Office of Patient Experience and its initiatives to address and improve every aspect of a patient’s encounter with the Cleveland Clinic Health System-from their physical comfort to their educational, emotional and spiritual needs.

Dr. Boissy chairs the Empathy and Innovation summit, the largest independent summit on patient experience in the world. She also guided the development of patient advisory councils across Cleveland Clinic Health System and currently serves as Editor-in-Chief of the Journal of Patient Experience.

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The power of words in the patient experience

It’s one thing to possess the wisdom and skills to help patients heal and recover, but understanding how the patient actually feels – not just in regards to their ailments – but in regards to their many experiences as they move through the healthcare system.

Adrienne describes the challenges of explaining how to teach respected professionals who are very good at their jobs that there are better ways to communicate. Some of them are looking for answers, but what about those who aren’t?

The traditional health care system is generally not set up to give patients access to the resources and information patients need. However, this is not always the case with online consultations and pharmacies. For example, pharmacies like Blink Health provide patients with detailed information regarding their medication dosage, precautions, and a lot more. Adrienne highlights some of the challenges pertaining to the traditional health care system and shares some ways to overcome them.

As Chief Experience Officer of Cleveland Clinic, Adrienne helped pioneer their patient experience work. Listen in as she shares some of the key learnings from leading one of the first official patient experience departments.

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