Have you ever wondered what it would be like to receive healthcare that is not only efficient and effective, but also filled with love and magic? Imagine a world where every interaction with a healthcare professional leaves you feeling seen, heard, and cared for. It may sound like a dream, but for Dr. Adrienne Boissy, it's a vision that she is determined to turn into reality.
In today’s episode, Shawn Nason sits down with Dr. Adrienne Boissy, a pioneer in healthcare experience management to discuss the importance of integrating patient and employee experiences in healthcare, powered by empathy, innovation, co-design, and evidence-based research. They also discuss the role of Chief Experience Officers in healthcare and the need to infuse love and magic into patient interactions.
In This Episode
[02:19] Dr. Adrienne’s best day in healthcare
[06:10] How Dr. Adrienne’s experience with illness changed her perspective on finding joy in everyday moments
[07:31] From Neurology to Experience Management
[11:44] The importance of making the patient experience magical
[14:58] Baking humane moments into healthcare operations
[17:58] The evolving role of Chief Experience Officers in healthcare
[23:36] The importance of business acumen in the world of experience
[26:01] The role of maverick thinkers in healthcare.
[30:33] Experience as a discipline and the need for leadership support
[35:40] Importance of dreamers and doers in bringing about real transformation
[36:52] The Combustion Questions
What We Learned From Dr. Adrienne Boissy
Empathy plays a crucial role in healthcare, as small moments of joy and gratitude can make a big difference in patients' lives.
Patient experience should be redefined by infusing love and magic into every interaction, making healthcare more personal and human.
The role of Chief Experience Officers (CXOs) in healthcare is evolving, with a shift towards everyone being a CXO and focusing on influencing outcomes for patients.
Business acumen is important in healthcare, as leaders need to be maverick thinkers while also understanding their audience and speaking their language.
The phrase "how might we" has transformative power in healthcare, encouraging people to dream and think differently to find solutions even in challenging situations.
Notable Quotes
[18:40] “Everyone has to be a chief experience officer in the future of health care.”
[26:08] - “I see healthcare as a place for the dreamers and the doers. It's a partnership made in heaven.”
[27:51] - “To be a thought leader and experience work, you have to know the evidence and hopefully be producing it yourself.”
[31:09] “Now is the time for leaders to step up to the plate and lead in ways they haven't led before or haven't always had the opportunity to. Seize the moment.”
[36:17] "Real transformation requires you to think differently, act differently, try things, fail, and make your failure better when you move on.”
Our Guest
Dr. Adrienne Boissy, a pioneering figure in healthcare experience management, holds dual roles as Qualtrics' inaugural Chief Medical Officer and practicing neurologist at Cleveland Clinic. She champions integrated patient-employee experiences driven by empathy, tech, co-design, and research, reflected in her extensive publications on humane health experiences.
Resources & Links
Dr. Adrienne Boissy
LinkedIn: https://www.linkedin.com/in/boissyad/
Shawn Nason
LinkedIn: https://www.linkedin.com/in/nasonshawn/
Instagram: https://www.instagram.com/manonfiresocial/
Twitter: https://twitter.com/manonfiresocial
Website: https://shawnnason.com/
MOFI: https://www.mofi.co/
The Combustion Chronicles Podcast
Website: https://shawnnason.com/combustion-chronicles-episodes/
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