To Care is Human We're All Human Beings, So Everything Is Human Experience: A Conversation with Nicole Cable, CXO CareMax
Aug 21, 2023
Nicole Cable, Chief Experience Officer at CareMax, shares her inspiring journey from retail and hospitality to healthcare leadership. She discusses how a negative patient experience motivated her to foster a holistic human experience in care. Nicole emphasizes the importance of treating patients as whole individuals, especially marginalized communities. She talks about creating an Office of Human Experience and advocating for equity in healthcare, stressing the need to consider social factors in patient care.
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Unexpected Path Into Healthcare
- Nicole moved from retail to hospitality to healthcare after a personal health crisis changed her plans.
- A hospital leader's vision convinced her to join and launch a career focused on serving patients holistically.
Human Experience Equals Everyone
- Nicole defines human experience (HX) as everyone in the healthcare continuum, not just patients.
- She rebranded her team as the Office of Human Experience to anchor that broader perspective.
106-Year-Old Patient Who Defies Labels
- Nicole tells the story of a vibrant 106-year-old patient who refuses to be defined by frailty.
- Sharing patient stories humanizes care and inspires staff and other patients.