How can we elevate the human experience in healthcare?

COVID-19 has immensely affected the healthcare system, but how can it shift from the changes brought by the pandemic? Hospitals and systems really need to think about the experience of the patients, especially today in this new generated focus.

So what is the role of Chief Experience Officers in breaking down these silos in healthcare? Is there still a space for collaboratives? How can we keep the human experience at the forefront?

Join Shawn Nason as he talks to Cassandra Crowe to learn more.

In This Episode

(02:17) - Cassandra’s transition to Sharp HealthCare in 2020
(05:42) - Breaking down the silos in the health system
(10:08) - Cassandra’s childhood dream, and her journey to becoming a CXO
(14:09) - Working in an organization that does experience as a strategy
(15:50) - The most important thing Cassandra learned as a certified patient experience professional
(18:53) - How can we keep the human experience at the forefront?
(21:15) - An experience idea that healthcare should emulate from another industry
(22:59) - The best advice Cassandra has ever received about leadership
(24:11) - The Combustion Questions

What we learned from Cassandra

Experience officers as bridge builders, dot connectors, and collaborative formers.
You should expect good service when you walk into a healthcare organization.
Experience is connected to everything that you do.
In terms of creating a good experience, a lot of it is intuitive and based on regulations.
The need to put experience design methodology at the forefront of your brain in everything we do.

Notable Quotes

[08:25] - “Our job is to make sure the work is meaningful and connected to a bigger strategic objective.”

[16:27] - “In the healthcare space, letters behind your name mean a lot to certain people.”

[17:29] - “If you’re not sure where I fit, then we won’t ever get to success.”

[23:01] - “You don’t have to have a title to be a leader, you have to have heart for people.”

Our Guest

Cassandra Crowe serves as chief experience officer at Sharp HealthCare, her latest stop in 20+ years of leadership in patient experience and service excellence. She is a dynamic professional with a proven track record of elevating the human experience through collaborative relationships, and high-impact strategies and initiatives.

Resources & Links

Cassandra Crowe

LinkedIn: https://www.linkedin.com/in/cassandracrowemba/

Shawn Nason

LinkedIn: https://www.linkedin.com/in/nasonshawn/

Instagram: https://www.instagram.com/manonfiresocial/

Twitter: https://twitter.com/manonfiresocial

Website: https://shawnnason.com/

MOFI: https://www.mofi.co/

The Combustion Chronicles Podcast

Website: https://shawnnason.com/combustion-chronicles-episodes/

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