Patient Experience Insights from NewYork-Presbyterian Hospital w/ Rick Evans

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Is healthcare ready to embrace rapid change?

In this episode of Humanizing Healthcare, Rick Evans, the Chief Experience Officer at NewYork-Presbyterian Hospital (NYP), joins us to talk about his role in reshaping the patient experience.

Rick discusses how healthcare institutions can evolve to meet patient needs through technology and cultural shifts. He also reveals how NYP is leveraging technology, like virtual nursing, to improve patient access and interaction while also reducing the workload on in-person nurses.

Rick’s background in theology and philosophy uniquely informs his compassionate approach to patient care. He highlights the distinction between patients and customers in healthcare and stresses the importance of making services more accessible while maintaining trust and human connection.

Rick also shares key learnings from the pandemic that could guide future healthcare transformations.

Tune in to learn about NYP’s efforts to improve access to care, enhance patient-provider relationships, and integrate technology without losing the human touch.

This episode is brought to you by Feedback Now, an innovative partner dedicated to enhancing patient experiences through real-time data analytics.

Key Takeaways
Introduction (00:00)
Introduction of Rick Evans and his role at NYP (03:04)
Responsibilities of a Chief Experience Officer (06:10)
The importance of improving access to care (08:11)
Role of telemedicine in modern healthcare (11:34)
Virtual nursing initiative at NYP (17:16)
Lessons learned from the COVID-19 pandemic (22:13)
Challenges of culture change in healthcare (29:57)
Approaches to managing high-pressure work environments (35:39)

Additional Resources

👉 Rick Evans LinkedIn:   / rick-evans-nyp  

👉 NewYork-Presbyterian Hospital Instagram:   / nyphospital  

👉 New England Journal of Medicine Article on Virtual Nursing: https://catalyst.nejm.org/doi/full/10...

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👉 Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/

👉 FeedbackNow - Easily collect and analyze real-time inputs from People, Processes, and Places to Optimize your Operations: https://www.feedbacknow.com/

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