126: Sven Gierlinger, Patient Empathy

Adam and Jeannie discuss the challenges of creating a culture around patient empathy with Sven Gierlinger, Chief Experience Officer for Northwell Health. Embedding patient empathy into process and culture Healthcare workers are indeed heroes. With sensitive tasks and complicated registration processes at hand, creating experiences that make patients feel safe and comfortable is a tall order. With a background in hospitality at Ritz-Carlton, Northwell Health Chief Experience Officer Sven Gierlinger looks at patient experience through a different lens. Like the hospitality industry, as Sven explains, healthcare “puts heads on beds and gets paid for it.” And his own past experiences as a long-term inpatient helps him amplify the need for healthcare organizations to embed a focus on service and empathy into clinical processes. Thanks to forward-thinking patient experience experts like Sven, we’ve come a long way. But there’s still a lot of work to be done! Listen in as Sven shares some of the best ways to create a culture around patient empathy. About our guest As Chief Experience Officer for Northwell Health, Sven is responsible for creating a superior and consistent service experience for patients, visitors and employees. Prior to his current position he was Vice President of Hospitality and Service Culture at Henry Ford Health System in Detroit, Michigan. In that role he established a culture of service excellence through development and implementation of standards, system-wide rounding, and training programs for all employees ranging from first impressions to leader coaching. He was a driving force in creating excellence and consistency in the patient experience. Connect with Sven Twitter LinkedIn Related Content Customers That Stick® post, When Bad Systems Happen to Good People 360Connext® post, The Intentionality of Patient Empathy Episode 086: Adrienne Boissy, The Patient Experience Episode 121: CXPA Live, Healthcare Experience Observations Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices