Becker’s Healthcare Podcast Using Data and Empathy to Elevate Patient and Family Experience with Dr. Peggy Greco and Rachel Hamilton
Nov 20, 2025
Join Dr. Peggy Greco, a pediatric psychologist and Chief Patient Experience Officer at Nemours Children's Health, alongside Rachel Hamilton, Vice President of Customer Strategy at NRC Health. They dive into how equity-centered data and innovative communication tools are bridging gaps in patient and family experiences. Topics include using survey insights to identify disparities, implementing new intervention strategies, and the importance of patient feedback. They also discuss upcoming collaborative events to promote best practices in pediatric care.
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Disaggregated Data Reveals Hidden Gaps
- Breaking out survey data by race, ethnicity, and language revealed specific equity gaps in patient understanding after visits.
- Nemours used that insight to target the question with the largest disparity and design interventions.
Prepare, Clarify, Use Multilingual Tools
- Prepare families before visits by confirming interpreter needs and prompting them to write down questions at check-in.
- During visits use teach-back, clear language, translated tools, and technology to ensure comprehension at discharge.
Single Phone Line Solved Confusion
- Nemours created a single post-discharge phone line at one hospital because families were unsure which clinic to call.
- NRC Health helped by recruiting families for virtual advisory councils and feeding back tailored recommendations.