Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care

Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA.

Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams navigate high-stakes moments with clarity, empathy, and courage.

Lara heard our episode from March where Melanie Disse explored why companies ask for feedback, but don't use it. She suggested that this subject could be explored futther with a focus on healtcare and the Patient Experience - so Mark Hillary called Lara to explore feedback, PX, and designing better healthcare experiences.

Lara has already recently published a new book titled 'Simple Doesn't Mean Easy' - entirely focused on improving patient experience.

https://www.linkedin.com/in/lara-klick/

https://klickadvisors.com/

https://www.amazon.com/Simple-Doesnt-Mean-Easy-Improvement/dp/B0GY47KDF2

https://cxfiles.libsyn.com/cxfiles/melanie-disse-melanie-disse-consulting-acting-on-customer-feedback

Summary:

Lara Klick, founder of Klick Advisors, discusses the importance of acting on customer feedback, particularly in healthcare. She highlights that healthcare organizations often collect vast amounts of data but struggle to utilize it effectively. Klick emphasizes the need for specialized leaders, a supportive culture, and personalized data delivery. She shares an example where gamification increased nurse compliance from 25% to 75% in three weeks. Klick also stresses the significance of treating complaints as opportunities and co-designing improvements with patients. Her book, "Simple Doesn't Mean Easy," offers insights from her 30 years of experience in healthcare feedback.

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(438)

Jeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot

In this episode of the CX Files, Mark Hillary and Peter Ryan look at the changing European nearshore landscape before Peter talks to Jeton Aliu, Founder and CEO of Olymp BPO in Pristina, Kosovo. Jeton...

17 Syys 16min

Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO

In this episode of CX Files, Mark Hillary talks to Matt Fry, SVP for AI, CX and Digital Transformation at eClerx and publisher of The CX Marketplace, about why culture cannot simply be outsourced. Ins...

10 Syys 22min

Andrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either

Peter Ryan talks to Andrew Kokes, Chief Marketing Advisor at Pivot AI Global, about how AI is fundamentally changing B2B marketing and sales. As buyers increasingly use ChatGPT, Gemini, Claude and oth...

3 Syys 43min

CX Files Is On A Summer Vacation

CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter

3 Elo 1min

Simma Kularatna - Interact - LinkedIn Has Lost the Plot - Can the CX Community Fix It?

LinkedIn Has Lost the Plot — Can the CX Community Fix It? LinkedIn was once the essential networking platform for business professionals, but today it can feel overwhelmed by sponsored posts, algorith...

30 Heinä 33min

Jim Farnsworth - HiOctayne - Restoring Investor Confidence In BPO

Jim Farnsworth is Founder and CEO of HiOctayne. He is based in Denver, Colorado. Jim has a long history as a senior leader within and advisor to multiple BPOs and CX experts. He is therefore well plac...

23 Heinä 27min

BONUS: Mark Hillary - If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales

If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales In this special bonus episode of CX Files, Peter Ryan turns the microphone on his co-host Mark Hillary to discuss Mark's latest boo...

22 Heinä 8min

Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of

Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long history working inside CX and BPO companies ...

16 Heinä 44min