The CX Leader Podcast | A resource for customer experience leaders

Rounds and Rounds We Go

May 14, 2024
In this engaging discussion, Laura Anning, Chief of Patient Experience at Washington Hospital, and Liz Wallshield, Senior Technology Consultant at Walker, explore the vital role of immediate feedback in healthcare. They delve into the concept of 'rounding' to facilitate real-time patient interactions and share innovative tech solutions that enhance communication. The conversation highlights practical strategies for improving patient engagement through effective questioning and emphasizes the need for healthcare providers to adapt to evolving consumer expectations.
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ANECDOTE

Guests' Backgrounds in Healthcare

  • Laura Anning worked in patient experience for 10 years, finding healthcare her "happy place".
  • Liz Walshield's work during COVID shifted to healthcare tech, leading her to specialize in patient experience.
INSIGHT

Real-Time Feedback vs. Post-Experience Surveys

  • Gathering immediate feedback is crucial, especially in healthcare where timeliness is paramount.
  • "Rounding," or patient visits, enables real-time feedback and action during the experience, unlike post-experience surveys.
ANECDOTE

From Manual to Digital Rounding

  • Washington Hospital previously used a manual, paper-based rounding process.
  • This method, while informative, proved tedious, prompting a shift to a more efficient, technology-driven approach.
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