Is The Healthcare System Truly Designed with Patients At The Center?
In this Doing CX Right podcast episode, host Stacy Sherman and Miya Gray, Vice President of Global Customer Experience and Engagement at Pfizer, tackle the urgent issue of patient access. They explore how healthcare can improve by addressing barriers and creating systems that prioritize patient needs.
From leveraging behavioral science to responsibly using AI, this conversation is filled with actionable strategies for enhancing patient experience. By the end of this episode, you’ll gain valuable insights on how to improve accessibility and create customer-centered experiences that drive real impact.
Strategies for Improving Patient Experience:
1. Invest in Understanding Patients: Take the time to understand the specific needs and motivations of different patient groups. This involves conducting thorough research and engaging with patients to gather insights.
2. Address Access Issues: Work on solutions to improve access to healthcare services, especially for underserved communities. This could involve partnerships with local organizations, telehealth services, and policy advocacy.
3. Leverage Behavioral Science: Use behavioral science methodologies to design interventions that effectively change patient behaviors. This can lead to better health outcomes and higher patient satisfaction.
4. Ensure Consistency: Strive for a consistent patient experience across all touchpoints. This requires coordination and communication across different departments and teams within the organization.
5. Responsible Use of AI: Integrate AI into healthcare processes thoughtfully and responsibly. Ensure that AI tools are well-tested and validated, and always provide an option for patients to interact with human healthcare providers.
Whether you are a healthcare provider, a patient advocate, or someone interested in the healthcare industry, these strategies offer a roadmap for enhancing patient care and satisfaction. As Miya aptly puts it, “CX can be used anywhere, but where it works really well is where you need to understand the motivation and needs of customers and be able to address them.”
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If you like this episode, check out another show about “Curing the Healthcare Crisis: A Prescription for Better Patient Experiences,” featuring Sharon Weinstein.
About Miya Gray:
Miya has practiced Customer Experience across the healthcare ecosystem in large and small(er) organizations for 20+ years, serving as both a strategic and operational leader.
Currently, Miya is the Vice President of Customer Experience and Engagement (CX&E) at Pfizer. In this role, Miya and the CX&E team partner across Pfizer to design and deliver meaningful experiences, leveraging core capabilities of research and insights, customer experience strategy, human-centered design, experience measurement, and enabling adoption of innovative digital capabilities. Through cross-functional collaboration, Miya seeks to create the next generation of integrated experiences for patients, healthcare providers, partners, and Pfizer colleagues.
Previously, Miya served in a variety of senior and executive leadership postions at healthcare startups Apervita and BrainScope, as well as Surescripts, a nationwide health information network.
Miya holds a Master of Science in Engineering Economic Systems & Operations Research from Stanford University and a Bachelor of Science in Electrical Engineering from Rensselaer Polytechnic Institute. Connect with Miya on Linkedin.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker and advisor author of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.
Keyword themes: Doing CX Right podcast business customer service ustomer experience Artificial Intelligence Healthcare
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