To Care is Human The Value Case for Improving Human Experience in Healthcare: A Conversation with Brian Carlson and Jennifer Carron
May 6, 2024
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Personal Shift Into Patient Experience
- Jennifer Carron entered healthcare after her five-year-old son became extremely ill and received both poor and life-saving care.
- That experience pushed her from finance into quality and patient experience work to include the patient voice in improvement efforts.
From Pre-Med To Patient Experience Leader
- Brian Carlson started pre-med, shifted to psychology, then pursued healthcare administration and leadership.
- He ran physician groups and later moved into patient experience at Vanderbilt, blending clinical interest with human psychology.
Healthcare's Core Product Is People
- Brian argues healthcare's product is human capital, so optimizing experience preserves and attracts people who deliver care.
- He frames experience as essential to keeping caregivers and returning patients engaged.