Hi, this is Greg Kielstrom. Welcome to season three of the Agile World, where we discuss customer

employee experience, organizational and workforce transformation, and how business can adapt and

continually improve at an Agile age. The Agile World podcast is brought to you by tech systems,

an industry leader in full stack technology services, talent services, and real world application.

For more information, go to techsystems.com. To read more about the topics discussed in the show,

you can go to my website at theagile.world and read my latest articles or get a copy of my latest

book, The Agile Workforce, now available on Amazon and other retailers. My name is Greg Kielstrom,

and I'm the host of the Agile World podcast. Healthcare can provide some of the most rewarding,

as well as the most challenging implementations of customer experience initiatives,

and it presents many unique scenarios that companies and other industries simply don't encounter.

Today, we're going to talk about the patient experience and how it is both similar and different

to other types of customer experience, as well as how to be successful in creating a great patient

experience. To help me discuss this topic, I'd like to welcome Brian Carlson, Vice President of

Patient Experience at Vanderbilt University Medical Center. Brian, welcome to the show.

Hi, Greg, it's great to be here. Yeah, looking forward to talking about this topic with you.

So let's get started first with the definition of patient experience. How do you and Vanderbilt

define a great patient experience? Yeah, that's a great question to start with, and I think I

encourage every organization to have, especially in the healthcare space, have a definition or what

their vision of a healthcare or a patient, great patient experience is, we use two things. One is,

I think of it as the barrel definition, barrel instance definition. It's some of all interactions,

I think that could translate to any industry, not just healthcare. But specifically,

at Vanderbilt, our vision, our mission is to make healthcare personal, and our way of doing that

...