To Care is Human Curiosity & Connection: A Generational Approach to Patient Care
Oct 21, 2024
Join Jennifer Baron, Chief Experience Officer at NRC Health with over 35 years in the healthcare sector, as she dives into the impact of generational differences on patient care. She explores how technology complicates communications and stresses the importance of tailored feedback channels. Baron emphasizes the need for health systems to adapt by understanding consumer behaviors to stay competitive. She also discusses leveraging generative AI to streamline feedback and enhance human connection, urging leaders to listen better and engage with curiosity.
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Jennifer's Career Path To NRC Health
- Jennifer Baron described her 35-year healthcare career across Indiana University Health and UC Davis Health before joining NRC Health.
- She framed her move to NRC Health as an opportunity to work nationally on generational and experience topics.
Generations Shape Communication Preferences
- Generational preferences shape how people want to receive care and give feedback, with older generations favoring in-person and younger favoring digital channels.
- Relying solely on traditional surveys risks listening only to older voices and missing younger patients and staff.
Expand How You Listen To Stakeholders
- Diversify listening channels beyond traditional surveys to include social media and digital communities segmented by generation.
- Build patient and employee communities for targeted feedback and iterative design input.