Brian Carlson

Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. A commitment to human experience – integrating the patient, workforce, and community experience – is essential for all healthcare organizations in realizing the goals they… Show more

Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. A commitment to human experience – integrating the patient, workforce, and community experience – is essential for all healthcare organizations in realizing the goals they strive for and the impact they aspire to achieve. Show less

The paper identifies the critical reasons today’s healthcare leaders must invest in experience leadership and structure. The paper probes the results from 42 participating organizations in a 50-item survey about items such as leadership roles, department range, intraorganization collation and engagement of patient and family advisors. The paper highlights the impact and reach of dedicated experience efforts on patient outcomes and the human experience in healthcare.
Key takeaways… Show more

The paper identifies the critical reasons today’s healthcare leaders must invest in experience leadership and structure. The paper probes the results from 42 participating organizations in a 50-item survey about items such as leadership roles, department range, intraorganization collation and engagement of patient and family advisors. The paper highlights the impact and reach of dedicated experience efforts on patient outcomes and the human experience in healthcare.
Key takeaways include:
• An investment in experience leadership and structure is a must.
• An experience leader should reside in the C-suite (or have direct access to it).
• An experience office must have operational accountability and reach. Show less

Healthcare is the ultimate team sport, and this case study explores how to build teamwork across teams. The ability for nursing, environmental services and food and nutrition services to work collaboratively to benefit patients is paramount to a patients experience and outcomes. The case study describes how the work was done to build teams and then improved outcomes in both patient and employee experiences. The learnings are applicable to any team setting not just those described in this case… Show more

Healthcare is the ultimate team sport, and this case study explores how to build teamwork across teams. The ability for nursing, environmental services and food and nutrition services to work collaboratively to benefit patients is paramount to a patients experience and outcomes. The case study describes how the work was done to build teams and then improved outcomes in both patient and employee experiences. The learnings are applicable to any team setting not just those described in this case study. Show less

As health care systems look to resume normal operations during the Covid-19 pandemic, we must understand why patients are concerned about seeking care. This understanding will help guide strategies to ensure patient safety. In a survey of more than 1,300 patients at Vanderbilt University Medical Center, they said their biggest fear in returning to routine health care is the risk of getting sick from other patients. Under the appropriate circumstances and with key safety measures in place… Show more

As health care systems look to resume normal operations during the Covid-19 pandemic, we must understand why patients are concerned about seeking care. This understanding will help guide strategies to ensure patient safety. In a survey of more than 1,300 patients at Vanderbilt University Medical Center, they said their biggest fear in returning to routine health care is the risk of getting sick from other patients. Under the appropriate circumstances and with key safety measures in place, patients are expressing a guarded willingness to reengage the health care system and resume routine care. As was the case before the pandemic, patients primarily will place their trust in health care providers. Show less

This episode we talk about one of the hottest areas of research in the field of informatics: Precision Medicine. Precision medicine is the culmination of years of work collecting health care data about every individual and putting it into a computable form in an electronic health record. The holy grail of informatics was the idea that we could reuse these data to make sure that information unique to you was used to make diagnoses, prescribe medicines, and even tell you about your disease… Show more

This episode we talk about one of the hottest areas of research in the field of informatics: Precision Medicine. Precision medicine is the culmination of years of work collecting health care data about every individual and putting it into a computable form in an electronic health record. The holy grail of informatics was the idea that we could reuse these data to make sure that information unique to you was used to make diagnoses, prescribe medicines, and even tell you about your disease risks. Show less

In this episode, Vanderbilt Health leaders, Dr. Paul Sternberg, Chief Medical Officer and Chief Patient Experience Officer, and Brian Carlson, Vice President of Patient Experience, share insight on how to inspire and engage your clinical teams to deliver personalized patient care. This unique episode was originally recorded LIVE at NGPX - so enjoy the background music!

Join us today as we speak with Brian Carlson, Vice President Patient Experience at Venderbilt University Medical Center about defining personalized care.

As part of a new interview series with healthcare leaders across the country, the Olive team had the chance to interview Brian Carlson about the biggest challenges facing healthcare today. Previous to his current role as Senior Director of Patient Experience at Vanderbilt University Medical Center, he was the COO/CEO of a physician group practice and a Practice Manager at Northwestern. Before that, he received a masters degree in health services administration and an MBA from Xavier University.

Vanderbilt University Medical Center (VUMC) launched a new electronic health record (EHR) in a “big bang” implementation that saw the new software go live across multiple hospitals, clinics and geographic locations in a single morning. The organization rightly focused most of its energy on preparing its nearly 25,000 employees for the impacts of the transition, but it also considered the effects that would be felt by its patients and families. Survey data indicate that patient satisfaction… Show more

Vanderbilt University Medical Center (VUMC) launched a new electronic health record (EHR) in a “big bang” implementation that saw the new software go live across multiple hospitals, clinics and geographic locations in a single morning. The organization rightly focused most of its energy on preparing its nearly 25,000 employees for the impacts of the transition, but it also considered the effects that would be felt by its patients and families. Survey data indicate that patient satisfaction scores demonstrably dip before, during and after an EHR implementation, and take approximately a year to recover. A team at DMC employed a seven-step approach to preparing patients for the impacts of the transition, which led to a return to pre-implementation patient satisfaction scores in about half the time of its peer institutions. The article explores these seven steps in detail and offers recommendations for how healthcare organizations facing large-scale change can use a similar structured approach to mitigate negative impacts to patients. Show less

Five hospital and health system chief experience officers share some of their most influential patient encounters, what patients have taught them, how their own experiences as customers guide their efforts to improve the patient care experience and the biggest challenges they face.

The changing landscape of medical practice demands paired leadership, with physicians and administrators working in concert