59 I Beyond Metrics: Building Equitable Patient Experience with Sven Gierlinger

We welcome Sven Gerlinger to discuss the importance of health equity in patient experience at Northwell Health. We explore how equitable care is deeply personal and why it's essential to segment data to ensure all voices, especially those from smaller communities, are heard. We delve into the need for diverse methods of gathering patient feedback, emphasizing the value of in-depth research and home visits. The conversation also touches on implicit biases within healthcare interactions and the significance of supporting both staff and patients in these challenging scenarios. We discuss designing healthcare experiences that cater to marginalized communities to benefit everyone and the importance of including caregivers in the patient experience. Finally, we highlight the critical role of cultural and language considerations in providing comprehensive, equitable care.

Overview:

• 00:00 Segment data, diversify methods, conduct in-depth research.
• 03:25 Adopting new diet due to health, stigma.
• 06:38 Bias exists; clinician prioritizes patient's comfort.
• 12:09 Prioritize comprehensive, equitable support for patients, caregivers.

Resources:

• The Aging Revolution (Book)

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