1 00:00:00,240 --> 00:00:02,580 Imagine this. You're in the heart of Chicago 2 00:00:02,639 --> 00:00:05,059 mingling with the brightest minds in health IT. 3 00:00:05,279 --> 00:00:07,825 You've arrived at the 9th annual Health IT 4 00:00:07,904 --> 00:00:10,484 plus Digital Health plus RCM conference 5 00:00:10,785 --> 00:00:13,344 taking place October 1st through 4th at the 6 00:00:13,344 --> 00:00:15,525 luxurious Hyatt Regency Chicago. 7 00:00:15,939 --> 00:00:18,739 Picture the excitement as you collect countless business 8 00:00:18,739 --> 00:00:22,339 cards, forging invaluable connections with over 25 100 9 00:00:22,339 --> 00:00:23,804 executive level attendees. 10 00:00:24,364 --> 00:00:26,605 Feel the buzz of ideas flowing as you 11 00:00:26,605 --> 00:00:29,405 engage in meaningful conversations about the future of 12 00:00:29,405 --> 00:00:30,385 healthcare technology. 13 00:00:30,925 --> 00:00:34,250 Envision yourself attending sessions led by over 415 14 00:00:35,109 --> 00:00:36,009 elite speakers 15 00:00:36,469 --> 00:00:39,049 gaining insights that could transform your organization. 16 00:00:39,509 --> 00:00:43,015 From digital transformation and telehealth to clinician burnout 17 00:00:43,015 --> 00:00:43,835 and cybersecurity, 18 00:00:44,614 --> 00:00:47,094 each topic is designed to spark new ideas 19 00:00:47,094 --> 00:00:49,894 and provide actionable takeaways, but it doesn't stop 20 00:00:49,894 --> 00:00:53,000 there. Imagine sitting in a packed auditorium listening 21 00:00:53,000 --> 00:00:55,239 to motivating keynotes from some of the biggest 22 00:00:55,239 --> 00:00:56,219 names in sports. 23 00:00:56,520 --> 00:00:58,939 Four time Super Bowl champion Rob Gronkowski, 24 00:00:59,719 --> 00:01:03,695 WNBA champion and author Lisa Leslie, and NFL 25 00:01:03,755 --> 00:01:05,694 legend and ESPN analyst 26 00:01:06,075 --> 00:01:08,635 Eli Manning will be there sharing their stories 27 00:01:08,635 --> 00:01:10,974 and inspiring you to reach new heights. 28 00:01:11,275 --> 00:01:13,759 All around you, the future of Health IT 29 00:01:13,819 --> 00:01:15,840 unfolds, and you're not just a spectator, 30 00:01:16,219 --> 00:01:17,759 you're an active participant. 31 00:01:18,299 --> 00:01:20,479 Don't wait. You can find the event website 32 00:01:20,540 --> 00:01:22,984 and get registered by visiting beckershospitalreview.com 33 00:01:25,204 --> 00:01:27,924 and clicking on the events page. That's the 34 00:01:27,924 --> 00:01:28,424 beckershospitalreview.com 35 00:01:30,245 --> 00:01:31,225 events page. 36 00:01:32,229 --> 00:01:34,469 This is Laura Dierda with the Becker's Healthcare 37 00:01:34,469 --> 00:01:34,969 podcast. 38 00:01:35,349 --> 00:01:37,030 I'm thrilled today to be joined by Brian 39 00:01:37,030 --> 00:01:39,829 Carlson, vice president of patient experience at Vanderbilt 40 00:01:39,829 --> 00:01:42,204 University Medical Center. Brian, it's a pleasure to 41 00:01:42,204 --> 00:01:43,504 have you on the podcast today. 42 00:01:44,204 --> 00:01:45,984 Hello. Thank you for having me. 43 00:01:46,444 --> 00:01:48,524 I'm looking forward to our discussion and really 44 00:01:48,524 --> 00:01:50,069 digging a bit deeper into what you're doing 45 00:01:50,069 --> 00:01:52,310 at Vanderbilt in terms of the patient experience. 46 00:01:52,310 --> 00:01:53,829 But before we dive in, can you tell 47 00:01:53,829 --> 00:01:55,189 us a little bit more about yourself and 48 00:01:55,189 --> 00:01:55,770 your background? 49 00:01:56,525 --> 00:01:59,245 Absolutely. Thank you. Thanks again for having me 50 00:01:59,245 --> 00:01:59,745 today. 51 00:02:00,924 --> 00:02:02,924 So I am vice president of patient experience 52 00:02:02,924 --> 00:02:05,619 at Vanderbilt University Medical Center in Nashville, Tennessee. 53 00:02:06,000 --> 00:02:07,359 I've been in this role for the last 54 00:02:07,359 --> 00:02:08,900 10 years. Prior to that, 55 00:02:09,280 --> 00:02:10,419 I worked in the 56 00:02:11,895 --> 00:02:14,341 physician group practice realm, so leading physician groups. 57 00:02:14,341 --> 00:02:16,922 Started, my career at Northwestern, in OBGYN and 58 00:02:16,922 --> 00:02:18,986 did some multi specialty group practice work in 59 00:02:18,986 --> 00:02:21,159 New York and then came here to Nashville 60 00:02:21,159 --> 00:02:22,060 and Vanderbilt, 61 00:02:22,760 --> 00:02:23,500 in 2007 62 00:02:24,040 --> 00:02:26,139 to help lead the ophthalmology department. 63 00:02:27,400 --> 00:02:29,074 That's great to hear. And, you know, 64 00:02:29,555 --> 00:02:31,474 given your experience, what are some of the 65 00:02:31,474 --> 00:02:33,314 opportunities and headwinds that you have your eye 66 00:02:33,314 --> 00:02:34,134 on right now? 67 00:02:34,834 --> 00:02:37,314 Yeah. It's certainly an interesting time in healthcare, 68 00:02:37,314 --> 00:02:37,860 but I think, 69 00:02:38,740 --> 00:02:40,259 I bet if we went back in time 70 00:02:40,259 --> 00:02:41,939 and listened to podcasts from years ago, we'd 71 00:02:41,939 --> 00:02:43,699 probably say that every year. It seems to 72 00:02:43,699 --> 00:02:44,840 always be an interesting 73 00:02:46,259 --> 00:02:48,715 moment in time where we are. I think 74 00:02:49,094 --> 00:02:51,094 the opportunity and the headwinds is 1 and 75 00:02:51,094 --> 00:02:53,354 the same and that is the workforce. 76 00:02:55,175 --> 00:02:57,250 What we do, how we do it, everything 77 00:02:57,710 --> 00:03:00,590 is dependent upon humans caring for humans and 78 00:03:00,590 --> 00:03:02,510 it's the ability of those humans to deliver 79 00:03:02,510 --> 00:03:03,164 that care 80 00:03:03,644 --> 00:03:04,944 in a safe, 81 00:03:05,405 --> 00:03:08,704 quality fashion with good outcomes and good experiences. 82 00:03:09,405 --> 00:03:11,644 So I think the opportunity is the investment 83 00:03:11,644 --> 00:03:13,900 we have to continue to make in those 84 00:03:13,900 --> 00:03:15,599 who work in the healthcare space, 85 00:03:15,900 --> 00:03:17,819 but the headwind is also the challenges we 86 00:03:17,819 --> 00:03:18,719 face with us. 87 00:03:19,099 --> 00:03:19,919 We've got 88 00:03:22,134 --> 00:03:24,715 changing skill sets, we have changing demographics, 89 00:03:25,574 --> 00:03:26,314 we have 90 00:03:27,175 --> 00:03:29,194 demands that far outweigh supply, 91 00:03:29,810 --> 00:03:30,310 We 92 00:03:30,689 --> 00:03:33,650 have burnout and the need for resilience on 93 00:03:33,650 --> 00:03:35,270 the part of the workforce. So 94 00:03:35,569 --> 00:03:36,629 all of those things 95 00:03:37,090 --> 00:03:39,264 are certainly creating challenging headwinds, 96 00:03:39,805 --> 00:03:42,365 as well as as engagement, you know, feeling 97 00:03:42,365 --> 00:03:44,365 connected to the work that, that we do 98 00:03:44,365 --> 00:03:45,025 in healthcare. 99 00:03:46,110 --> 00:03:47,789 That really, you know, is interesting to hear, 100 00:03:47,789 --> 00:03:49,629 and I can imagine, as you said, so 101 00:03:49,629 --> 00:03:51,009 many different organizations 102 00:03:51,389 --> 00:03:52,830 are dealing with a lot of the same 103 00:03:52,830 --> 00:03:55,555 workforce challenges. When you think about, you know, 104 00:03:55,555 --> 00:03:57,474 that that investment that needs to be made 105 00:03:57,474 --> 00:03:57,974 today, 106 00:03:58,675 --> 00:04:01,155 what is most meaningful to to put that 107 00:04:01,155 --> 00:04:03,759 investment both in terms of time, manpower, and 108 00:04:04,000 --> 00:04:04,819 financial resources 109 00:04:05,120 --> 00:04:07,620 behind when you're looking at a workforce that, 110 00:04:07,759 --> 00:04:08,419 you know, 111 00:04:09,120 --> 00:04:10,579 to one side is, 112 00:04:11,280 --> 00:04:14,625 potentially experiencing some burnout or or needing extra 113 00:04:14,625 --> 00:04:16,944 support there. But, on the other hand, you 114 00:04:16,944 --> 00:04:17,444 know, 115 00:04:17,824 --> 00:04:19,204 really, a lot of organizations 116 00:04:19,504 --> 00:04:22,144 are finding it challenging to recruit and retain, 117 00:04:22,384 --> 00:04:23,579 team members at the same 118 00:04:25,019 --> 00:04:26,939 time. Yeah. Absolutely. I mean, I I think 119 00:04:26,939 --> 00:04:27,259 that, 120 00:04:28,620 --> 00:04:30,560 you know, health care is a calling. So 121 00:04:31,099 --> 00:04:33,495 we have a we have a distinct advantage 122 00:04:33,495 --> 00:04:35,574 compared to other industries in the sense that 123 00:04:35,574 --> 00:04:37,975 I think people come into the healthcare space 124 00:04:37,975 --> 00:04:40,134 wanting to serve. They want to serve others. 125 00:04:40,134 --> 00:04:41,060 They want to help others. 126 00:04:41,620 --> 00:04:44,180 And that can be both whether you're in 127 00:04:44,180 --> 00:04:45,639 direct patient care or 128 00:04:46,100 --> 00:04:48,259 you're behind the scenes in supporting those that 129 00:04:48,259 --> 00:04:48,759 are. 130 00:04:49,620 --> 00:04:51,305 So I think the investments 131 00:04:52,965 --> 00:04:54,745 is at a macro level. 132 00:04:55,525 --> 00:04:56,585 How can organizations 133 00:04:57,045 --> 00:04:59,199 support the workforce to do their jobs most 134 00:04:59,500 --> 00:05:00,639 effectively? I believe 135 00:05:01,099 --> 00:05:03,120 that if we give, if we give individuals 136 00:05:03,259 --> 00:05:05,099 the tools to do their job and the 137 00:05:05,099 --> 00:05:06,754 space and the time to do it, they 138 00:05:06,754 --> 00:05:09,894 will by and large succeed. They will deliver 139 00:05:10,194 --> 00:05:13,079 the good quality safe experience outcomes that we 140 00:05:13,079 --> 00:05:15,720 expect in the healthcare space. But sometimes we 141 00:05:15,720 --> 00:05:17,479 get in our own way and that own 142 00:05:17,479 --> 00:05:20,485 way is just by nature of the demands 143 00:05:20,485 --> 00:05:21,305 that we face. 144 00:05:21,685 --> 00:05:22,824 Like I mentioned earlier, 145 00:05:23,604 --> 00:05:25,604 the demands far outweigh the supply right now 146 00:05:25,604 --> 00:05:27,865 and we continue to try to serve everybody 147 00:05:27,925 --> 00:05:29,899 coming through the doors, which is the right 148 00:05:29,899 --> 00:05:30,800 thing to do. 149 00:05:31,100 --> 00:05:31,600 But 150 00:05:32,060 --> 00:05:33,740 sometimes there's only so much you can push 151 00:05:33,740 --> 00:05:35,039 through the pipeline. So 152 00:05:35,339 --> 00:05:37,919 how can we continue to make investments to 153 00:05:38,459 --> 00:05:38,925 diversify, 154 00:05:41,485 --> 00:05:44,224 to use technology to support, to make processes 155 00:05:44,365 --> 00:05:44,865 easier, 156 00:05:45,564 --> 00:05:48,490 to engage patients in their own care and 157 00:05:48,490 --> 00:05:51,290 personalize their care where they take control and 158 00:05:51,290 --> 00:05:52,830 maybe have some opportunities 159 00:05:53,610 --> 00:05:54,830 to care for themselves, 160 00:05:55,529 --> 00:05:57,514 to burden some to lessen some of that 161 00:05:57,514 --> 00:05:59,995 burden. I mean, those are all opportunities. And 162 00:05:59,995 --> 00:06:00,495 unfortunately, 163 00:06:01,675 --> 00:06:03,889 the solution is not one, it's multiple. There 164 00:06:03,889 --> 00:06:05,410 is not a this is not an easy 165 00:06:05,410 --> 00:06:07,270 solution, but it's a it's a multiple, 166 00:06:07,889 --> 00:06:09,910 pronged approach that probably needs to be taken. 167 00:06:10,664 --> 00:06:12,104 That makes a lot of sense. You know? 168 00:06:12,104 --> 00:06:12,845 It's really, 169 00:06:13,584 --> 00:06:15,625 it it seems like a great way to 170 00:06:15,625 --> 00:06:17,084 look at this big challenge, 171 00:06:17,464 --> 00:06:19,830 and how you can overcome it. Now, you 172 00:06:19,830 --> 00:06:21,670 know, when you are are thinking about the 173 00:06:21,670 --> 00:06:24,230 future, how do you think about growth and 174 00:06:24,230 --> 00:06:26,410 adding value to Vanderbilt overall? 175 00:06:27,355 --> 00:06:29,355 Yeah. I mean, I think about it in 176 00:06:29,355 --> 00:06:30,095 2 ways. 177 00:06:31,115 --> 00:06:33,454 First is from a personalization standpoint. 178 00:06:34,074 --> 00:06:35,294 Patients who come 179 00:06:35,834 --> 00:06:38,500 to see us, patients who come to see 180 00:06:38,720 --> 00:06:40,960 receive care at other institutions, they want to 181 00:06:40,960 --> 00:06:42,800 be acknowledged. They want to be cared for. 182 00:06:42,800 --> 00:06:44,925 They want to feel like we've them in 183 00:06:44,925 --> 00:06:46,444 whatever it is they're going for. And sometimes 184 00:06:46,444 --> 00:06:48,205 in order to do that, we need to 185 00:06:48,205 --> 00:06:49,725 we need to create a connection. We need 186 00:06:49,725 --> 00:06:51,165 to get to know them and and what 187 00:06:51,165 --> 00:06:53,165 are what are their needs, desires, what do 188 00:06:53,165 --> 00:06:55,069 they want to walk out with. And I 189 00:06:55,069 --> 00:06:57,069 think that the opportunity lies in that we're 190 00:06:57,069 --> 00:06:59,089 gonna have to figure out 191 00:06:59,949 --> 00:07:01,649 better, more effective tools 192 00:07:02,225 --> 00:07:04,625 to learn what it means and personalize that 193 00:07:04,625 --> 00:07:06,865 care for each individual. And in this case, 194 00:07:06,865 --> 00:07:09,045 what I'm talking about from an experience standpoint 195 00:07:09,870 --> 00:07:12,850 is a further adoption of CRM tools. 196 00:07:13,470 --> 00:07:15,550 CRM has been around for many years in 197 00:07:15,550 --> 00:07:17,310 many industries and it's been in healthcare for 198 00:07:17,310 --> 00:07:20,235 many years, but really not in the embedded 199 00:07:20,235 --> 00:07:22,894 clinical space. I see a lot of opportunity 200 00:07:23,115 --> 00:07:24,095 for CRM 201 00:07:24,475 --> 00:07:26,680 tools to really make an impact 202 00:07:27,079 --> 00:07:29,899 on helping us navigate and understand each individual's 203 00:07:30,839 --> 00:07:31,819 needs, wants, 204 00:07:32,759 --> 00:07:35,014 their interactions with us and how we can 205 00:07:35,014 --> 00:07:36,634 make it more efficient and effective 206 00:07:37,014 --> 00:07:37,754 for them. 207 00:07:38,214 --> 00:07:40,154 And then I think on the clinical side, 208 00:07:41,654 --> 00:07:44,230 what we've understood from our patients is that 209 00:07:44,230 --> 00:07:46,410 patients are expecting us to use their data 210 00:07:46,790 --> 00:07:49,370 in a way that helps them predict and, 211 00:07:50,710 --> 00:07:51,210 avoid 212 00:07:51,654 --> 00:07:53,735 unnecessary harm down the line. So how can 213 00:07:53,735 --> 00:07:55,754 we use their data to predict 214 00:07:56,055 --> 00:07:58,375 compared to others, big data now, what's going 215 00:07:58,375 --> 00:07:59,600 on? And I think that, 216 00:08:00,160 --> 00:08:02,399 the AI space is exploding. There's a ton 217 00:08:02,399 --> 00:08:04,080 of opportunity there. We have to be cautious. 218 00:08:04,080 --> 00:08:06,399 We have to be safe. But certainly there's 219 00:08:06,399 --> 00:08:08,425 a lot of development opportunities there and it's 220 00:08:08,425 --> 00:08:11,064 how can we use an individual's patient data 221 00:08:11,064 --> 00:08:13,625 to maybe help them understand what lies ahead 222 00:08:13,625 --> 00:08:14,204 of them 223 00:08:14,750 --> 00:08:16,670 and put them on paths where they could 224 00:08:16,670 --> 00:08:17,810 avoid unnecessary 225 00:08:18,110 --> 00:08:18,610 suffering 226 00:08:18,990 --> 00:08:19,810 because of 227 00:08:20,350 --> 00:08:22,189 of of their their makeup and their and 228 00:08:22,189 --> 00:08:23,250 their, DNA. 229 00:08:24,324 --> 00:08:26,644 That's really an exciting potential in the future. 230 00:08:26,644 --> 00:08:28,644 And, you know, when you think about patients, 231 00:08:28,644 --> 00:08:29,305 you mentioned, 232 00:08:29,925 --> 00:08:31,144 that's really they're 233 00:08:31,444 --> 00:08:33,304 wanting to have this data 234 00:08:33,679 --> 00:08:35,839 out and available and and understand how it 235 00:08:35,839 --> 00:08:36,820 impacts them. 236 00:08:37,360 --> 00:08:39,360 I just think, you know, it seems like 237 00:08:39,360 --> 00:08:40,019 a fascinating 238 00:08:40,375 --> 00:08:42,235 ability, to do that. And, 239 00:08:42,934 --> 00:08:44,315 from the patient's perspective, 240 00:08:45,014 --> 00:08:48,409 are you seeing excitement around, you know, that 241 00:08:48,490 --> 00:08:49,230 type of 242 00:08:49,610 --> 00:08:52,329 depth and granularity within their health care space? 243 00:08:52,329 --> 00:08:54,490 Are there any nerves about how their data 244 00:08:54,490 --> 00:08:56,625 is being used? Or, you know, 245 00:08:57,324 --> 00:08:58,384 I guess, any skepticism 246 00:08:58,764 --> 00:09:00,684 around what that could mean for them long 247 00:09:00,684 --> 00:09:01,184 term? 248 00:09:02,125 --> 00:09:04,450 Yeah. I mean, I I see all of 249 00:09:04,450 --> 00:09:06,190 those in play, 250 00:09:06,929 --> 00:09:08,070 but what I, 251 00:09:08,610 --> 00:09:12,149 an indicator for me is in in the, 252 00:09:12,769 --> 00:09:15,684 kind of commercial care space. So 253 00:09:15,985 --> 00:09:18,165 digital apps, you know, websites, 254 00:09:19,184 --> 00:09:20,165 people are 255 00:09:20,920 --> 00:09:23,399 searching for the data that they're looking for 256 00:09:23,399 --> 00:09:24,920 for whatever's going on for them, and they're 257 00:09:24,920 --> 00:09:27,320 willing to share their data, you know, if 258 00:09:27,320 --> 00:09:29,259 it can help them and benefit them. 259 00:09:29,560 --> 00:09:31,554 So just by nature of 260 00:09:32,575 --> 00:09:33,554 that whole industry 261 00:09:34,254 --> 00:09:36,735 and the digital health space, people are willing 262 00:09:36,735 --> 00:09:38,509 to engage, people are willing to share. 263 00:09:39,070 --> 00:09:40,769 Obviously they want to be 264 00:09:41,470 --> 00:09:43,490 want to have assurances that it's safe, 265 00:09:44,110 --> 00:09:46,590 that it's secure and they're working with a 266 00:09:46,590 --> 00:09:47,090 reputable 267 00:09:47,785 --> 00:09:50,985 institution like a Vanderbilt, like others in the 268 00:09:50,985 --> 00:09:54,205 academic space and non academic space as well. 269 00:09:54,264 --> 00:09:56,205 But they want to be sure that it's 270 00:09:56,264 --> 00:09:58,659 their data is secure and safe, but being 271 00:09:58,659 --> 00:10:00,740 used in a productive fashion that can help 272 00:10:00,740 --> 00:10:02,980 not only them, but potentially others down the 273 00:10:02,980 --> 00:10:03,480 line. 274 00:10:04,534 --> 00:10:05,754 That's great to hear. 275 00:10:06,214 --> 00:10:08,294 Now I'm wondering what is one risk or 276 00:10:08,294 --> 00:10:10,214 investment that you feel like is still worth 277 00:10:10,214 --> 00:10:12,629 making this year? I know, you know, for 278 00:10:12,629 --> 00:10:14,889 many organizations, it's still finances 279 00:10:15,190 --> 00:10:16,250 are tight and, 280 00:10:16,789 --> 00:10:17,289 certainly 281 00:10:17,829 --> 00:10:19,269 have to be mindful about how you use 282 00:10:19,269 --> 00:10:21,605 your resources. So when you think about, you 283 00:10:21,605 --> 00:10:23,684 know, where you're putting those resources towards, what 284 00:10:23,684 --> 00:10:25,144 comes top of mind for you? 285 00:10:26,644 --> 00:10:28,644 Well, I'm gonna I'm gonna take a a 286 00:10:28,725 --> 00:10:31,399 maybe a a non finance approach to this 287 00:10:31,399 --> 00:10:33,420 and say I think the investment is 288 00:10:34,840 --> 00:10:35,740 in the workforce, 289 00:10:36,440 --> 00:10:39,835 but it's in our each individual as themselves. 290 00:10:39,975 --> 00:10:40,475 So, 291 00:10:41,014 --> 00:10:41,674 and then 292 00:10:43,095 --> 00:10:45,254 a investment in the teams that they work 293 00:10:45,254 --> 00:10:45,754 within. 294 00:10:46,294 --> 00:10:46,794 Healthcare 295 00:10:47,669 --> 00:10:50,070 is is not an individual sport. It's an 296 00:10:50,070 --> 00:10:53,110 ultimate team sport, and it requires team working 297 00:10:53,110 --> 00:10:55,429 with other teams who don't maybe interact every 298 00:10:55,429 --> 00:10:57,495 single day. They don't know each other. And 299 00:10:57,495 --> 00:10:59,815 I think that we are so busy that 300 00:10:59,815 --> 00:11:02,634 we need to continue to make investments in 301 00:11:03,014 --> 00:11:03,995 creating opportunities 302 00:11:04,375 --> 00:11:07,320 for teams across teams to work together to 303 00:11:07,320 --> 00:11:09,180 create connection, to create understanding, 304 00:11:09,639 --> 00:11:12,139 so that communication channels can be enhanced 305 00:11:12,759 --> 00:11:16,044 and thus when communications hits obviously the risk 306 00:11:16,605 --> 00:11:19,644 things are getting dropped, errors being made, people 307 00:11:19,644 --> 00:11:21,264 being willingness to speak up 308 00:11:21,884 --> 00:11:22,625 are enhanced. 309 00:11:23,084 --> 00:11:25,110 So I think first it starts with an 310 00:11:25,110 --> 00:11:27,769 investment in ourselves and each individual. 311 00:11:28,549 --> 00:11:31,165 And then it's a connection to us each 312 00:11:31,165 --> 00:11:33,404 individual connecting with those we work with and 313 00:11:33,404 --> 00:11:35,325 around. And maybe not even in our direct 314 00:11:35,325 --> 00:11:37,884 environment, but those teams we we intersperse with 315 00:11:37,884 --> 00:11:38,769 every now and then, 316 00:11:39,490 --> 00:11:40,850 to get the work done that we need 317 00:11:40,850 --> 00:11:42,629 to get done to help the patients ultimately. 318 00:11:43,490 --> 00:11:44,710 I hope that made sense. 319 00:11:45,330 --> 00:11:47,134 Yeah. Yeah. I think that it definitely makes 320 00:11:47,134 --> 00:11:49,875 sense in, you know, having that ability to, 321 00:11:50,495 --> 00:11:52,575 put in the time, the effort, and then 322 00:11:52,575 --> 00:11:54,835 the energy investment into the people, 323 00:11:55,250 --> 00:11:57,330 within the organization, I can imagine it just 324 00:11:57,330 --> 00:12:00,710 creates a ripple effect of a stronger culture 325 00:12:00,769 --> 00:12:03,009 and stronger sense of belonging from them as 326 00:12:03,009 --> 00:12:03,325 well. 327 00:12:04,285 --> 00:12:07,165 Really, especially as we talked about earlier, you 328 00:12:07,165 --> 00:12:09,745 know, with with providers having such a, 329 00:12:10,524 --> 00:12:12,445 you know, still feeling a lot of stress 330 00:12:12,445 --> 00:12:15,549 within their jobs, in many cases. So having 331 00:12:15,549 --> 00:12:17,230 that kind of ability to feel connected, I 332 00:12:17,230 --> 00:12:18,850 can imagine, is really strong. 333 00:12:19,629 --> 00:12:22,095 Yeah. I mean, we are we're, as humans, 334 00:12:22,095 --> 00:12:24,095 we're wired for connection. We want a sense 335 00:12:24,095 --> 00:12:25,855 of community, we want a sense of of 336 00:12:25,855 --> 00:12:27,774 being part of something bigger than ourselves, and 337 00:12:27,774 --> 00:12:28,355 I think 338 00:12:28,654 --> 00:12:30,809 the health care space certainly offers So 339 00:12:31,712 --> 00:12:32,212 how 340 00:12:33,115 --> 00:12:33,615 can 341 00:12:35,590 --> 00:12:36,340 we continue 342 00:12:37,404 --> 00:12:39,504 So how can we continue to reconnect 343 00:12:40,605 --> 00:12:42,065 to the mission, to the calling 344 00:12:43,004 --> 00:12:45,589 and to the sense of we're helping individuals 345 00:12:46,289 --> 00:12:49,089 improve their lives, get well, get better and 346 00:12:49,089 --> 00:12:50,769 get back on a path to live the 347 00:12:50,769 --> 00:12:53,195 life they want to lead. And that's very 348 00:12:53,195 --> 00:12:53,695 satisfying 349 00:12:54,315 --> 00:12:56,634 when you feel that is just sometimes with 350 00:12:56,634 --> 00:12:58,095 the burdens of the everyday, 351 00:12:58,475 --> 00:13:00,769 we have to take a step back, reconnect 352 00:13:00,769 --> 00:13:03,809 to that, reconnect those around us and feel 353 00:13:03,809 --> 00:13:06,370 that sense of pride and awe that we 354 00:13:06,370 --> 00:13:08,274 can have in the healthcare space by the 355 00:13:08,355 --> 00:13:10,054 by nature of the work that we do. 356 00:13:10,914 --> 00:13:12,914 That's amazing to hear. Now before we wrap 357 00:13:12,914 --> 00:13:13,815 up, I'm wondering, 358 00:13:14,274 --> 00:13:15,794 where do you see some of the best 359 00:13:15,794 --> 00:13:19,000 opportunities for growth in the future for yourself 360 00:13:19,000 --> 00:13:21,480 and the work that you're doing, around patient 361 00:13:21,480 --> 00:13:21,980 experience? 362 00:13:23,799 --> 00:13:24,575 Yeah. I mean, I 363 00:13:25,375 --> 00:13:26,815 I, I think that, 364 00:13:27,294 --> 00:13:29,875 you know, we are on, as an industry, 365 00:13:30,654 --> 00:13:31,715 experience work 366 00:13:32,095 --> 00:13:33,075 is vital 367 00:13:33,500 --> 00:13:35,820 to to the end. You know, earlier this 368 00:13:35,820 --> 00:13:37,019 year, a group of us put out a 369 00:13:37,019 --> 00:13:38,639 paper on the value case of 370 00:13:39,179 --> 00:13:41,794 of of experience work. And that experience work 371 00:13:41,794 --> 00:13:44,934 is not just patient experience, it's also workforce 372 00:13:44,995 --> 00:13:47,394 experience because it's all intertwined. Our experiences are 373 00:13:47,394 --> 00:13:48,134 all intertwined. 374 00:13:48,754 --> 00:13:51,139 So I think the opportunity is is that 375 00:13:51,139 --> 00:13:52,840 we continue to lean into 376 00:13:53,620 --> 00:13:56,179 the many, many, many hundreds of thousands of 377 00:13:56,179 --> 00:13:57,254 voices that we have 378 00:13:58,215 --> 00:13:59,674 and that we understand 379 00:14:00,054 --> 00:14:02,294 what they're telling us, where the pain points 380 00:14:02,294 --> 00:14:03,654 are and that could be at an individual 381 00:14:03,654 --> 00:14:05,414 level or that can be at a systemic 382 00:14:05,414 --> 00:14:07,799 level, a process issue and then how can 383 00:14:07,799 --> 00:14:10,200 we continue to work to make the system 384 00:14:10,200 --> 00:14:13,000 better for them and the them in this 385 00:14:13,000 --> 00:14:14,675 case is both the workforce 386 00:14:15,375 --> 00:14:16,195 and the patient. 387 00:14:16,735 --> 00:14:19,455 Just a little sidebar something that we've done 388 00:14:19,455 --> 00:14:21,210 here at Vanderbilt that I'm very proud 389 00:14:22,809 --> 00:14:25,610 and that's in the recognition space. And I 390 00:14:25,610 --> 00:14:28,225 believe we do far more right. I don't 391 00:14:35,649 --> 00:14:38,289 the mistakes that happen and by nature we 392 00:14:38,289 --> 00:14:40,289 try to focus on those and not make 393 00:14:40,289 --> 00:14:41,809 those happen again, which is the right thing 394 00:14:41,809 --> 00:14:43,784 to do. But sometimes that can cause us 395 00:14:43,784 --> 00:14:44,684 to lose sight 396 00:14:45,225 --> 00:14:46,824 of all the great things that are going 397 00:14:46,824 --> 00:14:48,605 on, every single day. 398 00:14:49,144 --> 00:14:51,784 So, you know, in the experience space, patients 399 00:14:51,784 --> 00:14:54,750 are usually very generous about sharing with 400 00:14:55,370 --> 00:14:56,889 us the good experience that they've had and 401 00:14:56,889 --> 00:14:58,410 they'll even go to the extent of sharing 402 00:14:58,410 --> 00:15:01,144 by name, you know, this person, 403 00:15:02,264 --> 00:15:04,125 Laura was a was a great nurse. 404 00:15:04,585 --> 00:15:05,085 Historically, 405 00:15:06,184 --> 00:15:08,024 if if that comment was left by a 406 00:15:08,024 --> 00:15:09,705 patient, it would require someone to go in 407 00:15:09,705 --> 00:15:11,340 to read it. They would have to to 408 00:15:11,340 --> 00:15:13,500 identify, oh, that's Laura. I know who that 409 00:15:13,500 --> 00:15:15,740 is, you know, then paste, copy, put it 410 00:15:15,740 --> 00:15:17,519 in an email or another document, 411 00:15:17,899 --> 00:15:19,580 write it out in a handwritten note, whatever 412 00:15:19,580 --> 00:15:21,085 the the case may be, and and send 413 00:15:21,085 --> 00:15:23,004 it. That that takes time, and that takes 414 00:15:23,004 --> 00:15:24,684 a lot of effort. And middle management health 415 00:15:24,684 --> 00:15:27,004 care is probably the hardest job. They don't 416 00:15:27,004 --> 00:15:28,720 have a lot of space and time really 417 00:15:28,720 --> 00:15:30,000 invest in that as much as they would 418 00:15:30,000 --> 00:15:32,320 like to. So we developed an algorithm here 419 00:15:32,320 --> 00:15:34,899 at Vanderbilt that looks at matching 420 00:15:36,080 --> 00:15:39,154 names and comments to whose access the patient's 421 00:15:39,154 --> 00:15:39,654 record, 422 00:15:40,274 --> 00:15:42,434 from a security standpoint. And then we have 423 00:15:42,434 --> 00:15:44,695 a matching algorithm and we send those 424 00:15:45,394 --> 00:15:45,894 positive 425 00:15:46,339 --> 00:15:47,080 comments, positive only 426 00:15:47,860 --> 00:15:49,720 to the team members directly, 427 00:15:50,019 --> 00:15:51,860 sharing with them this patient left this comment 428 00:15:51,860 --> 00:15:54,154 about you. Keep up the great work. We 429 00:15:54,154 --> 00:15:55,355 just wanted to share and let you know 430 00:15:55,355 --> 00:15:57,615 that you were being recognized by a patient. 431 00:15:57,995 --> 00:15:58,495 And 432 00:15:58,875 --> 00:16:01,514 even in the smallest details that can fill 433 00:16:01,514 --> 00:16:04,440 someone's cup. We've gotten feedback from from from 434 00:16:04,440 --> 00:16:06,360 colleagues saying, you know, I was having the 435 00:16:06,360 --> 00:16:08,379 most challenging day ever. I was really questioning 436 00:16:08,600 --> 00:16:10,600 how can I continue doing this? And then 437 00:16:10,600 --> 00:16:13,144 I read this very heartfelt, you know, comment 438 00:16:13,144 --> 00:16:15,225 from a patient, and it really reconnected me 439 00:16:15,225 --> 00:16:17,144 and reminded me of of why I do 440 00:16:17,144 --> 00:16:19,304 what I do and and how important it 441 00:16:19,304 --> 00:16:19,804 is. 442 00:16:20,919 --> 00:16:22,679 Well, that's amazing to hear it, you know, 443 00:16:22,679 --> 00:16:23,419 and certainly, 444 00:16:23,879 --> 00:16:25,399 just a really cool thing you're able to 445 00:16:25,399 --> 00:16:26,539 do for the clinicians 446 00:16:26,975 --> 00:16:28,355 working within the health system. 447 00:16:28,815 --> 00:16:30,254 And thank you so much, Brian, for joining 448 00:16:30,254 --> 00:16:31,774 us on our podcast today. This has been 449 00:16:31,774 --> 00:16:33,615 such a fun conversation, and we look forward 450 00:16:33,615 --> 00:16:35,235 to connecting with you again soon. 451 00:16:35,559 --> 00:16:36,059 My 452 00:16:36,910 --> 00:16:37,410 pleasure. 453 00:16:38,259 --> 00:16:38,759 Thank 454 00:16:39,610 --> 00:16:40,110 you.