Episodes On-Demand

All Patient Experience Digital Series episodes are available on-demand until June 15, 2021.


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Episode 1: State of the Industry and Redefining the Human Experience

Patient experience executives will speak to key areas that are transforming healthcare interactions. In our digital age, it is more important than ever to humanize care delivery. As more providers rely on virtual care to meet with patients, they must focus on the human experience and how they can continue to ensure a seamless, compassionate healthcare journey.

Rural Americans face numerous health disparities compared to their urban counterparts. We'll examine telebehavioral models applied in rural settings, shining a light on one telebehavioral mental health model that involves three major components: telepsychiatry, onsite psychiatric engagement and telementoring.


Episode 2: Emphasizing the Human Connection in the Time of COVID-19

Episode 2 covers three topics that have emerged as focus areas from the pandemic:

Digital Transformation

Innovation plays a tremendous role in allowing doctors to communicate with patients from a safe distance. Patients want safe ways to visit their doctors, and many must depend on telehealth to receive care. COVID-19 patients remain isolated and cannot have visitors. How is technology transforming care delivery and helping providers maintain a positive patient and caregiver experience?

Ageism in the Age of a Pandemic

Ageism has emerged as an issue during the continuing COVID-19 crisis. The pandemic has taken a toll in the aging population, with nursing homes representing one in four COVID-19 deaths in the U.S. How are providers continuing to care for seniors with the many obstacles at hand?

Compassion and Empathy During Unexpected Situations

How can we manage patient and family needs and use existing technology to drive connection and communication, while satisfying clinical needs and following evolving federal and state guidelines?


Episode 3: SHIELD: When Workplace Violence and the Healthcare Experience Intersect

Kelly Hancock, DNP RN NE-BC FAAN, chief caregiver officer will lead Cleveland Clinic's highly important Safety in Healthcare with Information, Education and Learning Development (SHIELD) program, shedding a spotlight on current safety topics relevant to healthcare organizations, including workplace violence, trauma-informed care, emergency management, drug epidemics and general security.


Episode 4: Fostering Meaningful Communication Among Patients and Caregivers

Thursday, February 11, 2021 | 11:30 am – 1:00 pm ET

Relationship-centered communication skills are essential to maintaining patient-provider satisfaction, engagement and confidence. Effective communication can have a positive impact on patient safety, provider liability and quality of care, and it is the basis for providing better care. Explore how organizations can:

  • Foster meaningful patient-provider communication
  • Educate and engage family and caregivers
  • Communicate virtually and without facial connection

Episode 5: Identifying Bias and Social Determinants to Improve Patient Care

Thursday, March 11, 2021 | 11:30 am – 1:00 pm ET

Socioeconomic factors are public health determinants that affect patients’ physical, psychological and emotional health. Clinicians cannot eliminate the social determinants that patients face, but they can tailor their care to best meet a patient’s specific health needs.


Episode 6: How Behavioral Economics and Digital Tools Are Shaping the Future of Patient Experience

Thursday, April 8, 2021 | 11:30 am – 1:00 pm ET

How can providers and patients pinpoint subconscious incentives that influence actions around engagement and consistent care ownership? We know that ease and accessibility to different resources impact personal behavior. What realistic actions can we implement into our regular healthcare routines to set ourselves up for success?


Continuing Education

Continuing education hours will be awarded for certain episodes. Cleveland Clinic Enterprise is accredited with distinction as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

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