The Combustion Chronicles
Shifting from Patient Experience to Human Experience (with Nicole Cable)
In every industry, there’s always more than one type...
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Sep 21 2022 33m
Chapter 1 3 mins
What drew Nicole back to healthcareChapter 2 52 sec
What human experience looks like in a healthcare settingChapter 3 4 mins
“The one thing that we did religiously was our team members always came first. So I am of the mindset that if you don't take care of the team members, they're not gonna take care of a patient.”Chapter 4 2 mins
Keeping leadership focused on human experience, not just metricsChapter 5 3 mins
“The saying that I hear all the time is ‘Nothing about me without me’. Don’t do anything for me without my input and I feel like that’s important from a patient experience perspective.”Chapter 6 5 mins
The ROI of experience in healthcareChapter 7 2 mins
How diversity helps an organization stay human-obsessedChapter 8 1 min
“Don’t ever have a fear to speak up because what you give us may be the differentiator for everything that we do. No idea is a bad idea, and all voices are welcome and heard.”Chapter 9 6 sec
“I think you have to be willing to go out there and do things that some people might think you’re crazy for doing it, but if it’s the right thing to do, you need to stand by it.”Chapter 10 55 sec
Nicole’s advice for those in CXChapter 11 2 mins
“You have to be willing to humble yourself to know you don’t know everything cos no matter what they say I am, I am still learning and growing in my world.”Chapter 12 4 mins
The Combustion questions