Caring Through Crisis: Rick Evans

Rick Evans and his team at New York-Presbyterian Hospital were at the American epicenter of the COVID-19 crisis in early 2020. They had an incredibly harrowing year. And though their community endured a profound sense of loss, New York-Presbyterian was both a beacon of hope and a pragmatic system of action that helped save lives and make the moves that led a path forward in the pandemic.

In this episode of Breakthrough Builders, Rick speaks with Susan Haufe, Chief Industry Advisor for Healthcare at Qualtrics. Rick offers an insider’s look at the battle to stem the first surge of COVID-19 in the U.S., and shares deeply personal reflections about the far deeper and older scourge of systemic racism in America. Rick and Susan combine to leave us with a vision of the future of patient experience, issuing a call to action to the industry to join them in continuing to repair broken experiences that have persisted in healthcare for too long. 

GUEST BIOS

Rick Evans 

Rick Evans, MA, is Senior Vice President & Chief Experience Officer for NewYork-Presbyterian. In this role, he is responsible for overseeing NewYork-Presbyterian’s efforts to enhance the patient and family experience across the continuum of care, and developing and implementing a comprehensive strategy to increase patient satisfaction across the enterprise. Previously, he served as the Chief Experience Officer for Massachusetts General Hospital and its physician organization for four years, overseeing the patient experience along with physician leadership programs, visitor education programs, and the referral management office.

Susan Haufe (Guest Host)

With 20 years of experience combining the tools, discipline, expertise, and passion to design and drive a customer-centric culture, Susan Haufe is known for organizational transformation built on brand promise, purpose, and values. She currently serves as the Chief Industry Advisor for Healthcare at Qualtrics. Prior to joining Qualtrics, Susan served as the inaugural Chief Experience Officer for Yale New Haven Health, developing the vision and roadmap to support the execution of critical initiatives, including centralizing patient experience functions across the health system.

Helpful Links 

Article from Becker’s Hospital Review:  Leading Through a Spring Like No Other

Join us in supporting Patient Experience Week

Rick’s story also featured at Qualtrics’ 2021 WorkDifferent.com

NY Presbyterian Hospital’s website