KLAS Insights6 Jul 2022

KLAS Insights S2 Episode 15 – Adrienne Boissy, Key Insights for Patient Experience Leaders

Adam Cherrington & Dan Czech speak with Adrienne Boissy, the current staff Neurologist at Cleveland Clinic and Chief Medical Officer at Qualtrics, speak on some key insights for patient experience leaders. Adrienne introduces the concept of “anchoring,” and how experienced healthcare leaders need to be anchored in what matters most for themselves and for their teams. She comments on how many healthcare leaders show up in the service of others at the expense of self, “if we are not anchored in what matters most for ourselves and for our teams we are in trouble.” Adrienne mentions that the reason for this is because leaders constantly get pulled in many directions. She then poses the question, “What type of life lived with joy and living true to your values are you going to continue to chase after?” Dan & Adam speak on an article written by Boissy earlier this year titled, 5 Key Insights for Patient Experience Leaders in 2022. Some of the work done with empathy and the concept of love in the workplace of healthcare. Adrienne touches on the Communication and Empathy model, which is to deeply listen and reflect emotion. It’s a skill set to be able to build trust, exceptional relationship and drive service and excellence.

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