A Medical Anthropologist’s Guide to the Patient Experience with Lisa Allen, PhD

34min | 06/16/2021

Description

Dr. Lisa Allen serves as the Chief Patient Experience Officer for Johns Hopkins Medicine. We discuss how strategies applied at Hopkins can be brought to smaller practices and how larger practices can give the boutique feel of smaller practices. The theme that kept coming up was that it is all about making the patients feel welcome, from training staff, to your own demeanor as a physician, to the aesthetic of the office. We also discuss complaints vs. formal grievances and how each is addressed and we end on changes made during the pandemic.

Before joining Johns Hopkins, Dr. Allen was the system vice president for quality, patient experience and patient safety with Steward Health Care System, an 11-hospital, community-based accountable care organization serving more than 1 million patients annually in 85 communities throughout Massachusetts. In this position, she successfully introduced patient-centered care, including best practices, to improve Hospital Consumer Assessment of Healthcare Providers and Systems scores.

Known for her collaborative leadership style, Dr. Allen served as the associate vice president for quality, patient safety and experience at UMass Memorial Health Care, the largest provider of health services for central and western Massachusetts. She also led patient safety and quality efforts for 20 years as the director of quality management and outcomes measurement at Hartford Hospital in Connecticut.

Dr. Allen earned her Ph.D. and M.A. in medical anthropology and community medicine from the University of Connecticut. She holds a bachelor’s degree in cultural anthropology from San Diego State University.

Visit www.physiciansguidetodoctoring.com to connect, dive deeper, and keep the conversation going. Let’s grow!

Disclaimer:

This podcast is for informational purposes only and is not a substitute for professional medical, financial, or legal advice. Always consult a qualified professional for personalized guidance.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Succeed in Medicine

Was your training enough to handle everything physician life demands? From lawsuits to leadership, career decisions to challenging conversations, balancing the personal with the professional — not enough was addressed in medical school, residency or fellowship. This show fills those gaps so you can live up to the expectations that come with the white coat — not just in the exam room, but in all the places your MD follows you. Your host, Dr. Bradley Block, a private practice ENT, is right there with you — navigating the same challenges and bringing in world-class guests to teach, as he puts it, “everything we should have been learning while we were memorizing Kreb’s cycle.” With nearly 500 episodes and close to half a million downloads, Brad has built a trusted space where physicians come for brass-tacks, immediately-applicable advice. You don’t need another certification. You need a podcast that covers personal finance, private practice, side-gigs, main-gigs, reacting to bad reviews, misinformation, social media, charting, parenting, communicating, negotiating, leading, managing, teaching, learning and what to do when someone yells, “Is there a doctor on board?”

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Succeed in Medicine

Was your training enough to handle everything physician life demands? From lawsuits to leadership, career decisions to challenging conversations, balancing the personal with the professional — not enough was addressed in medical school, residency or fellowship. This show fills those gaps so you can live up to the expectations that come with the white coat — not just in the exam room, but in all the places your MD follows you. Your host, Dr. Bradley Block, a private practice ENT, is right there with you — navigating the same challenges and bringing in world-class guests to teach, as he puts it, “everything we should have been learning while we were memorizing Kreb’s cycle.” With nearly 500 episodes and close to half a million downloads, Brad has built a trusted space where physicians come for brass-tacks, immediately-applicable advice. You don’t need another certification. You need a podcast that covers personal finance, private practice, side-gigs, main-gigs, reacting to bad reviews, misinformation, social media, charting, parenting, communicating, negotiating, leading, managing, teaching, learning and what to do when someone yells, “Is there a doctor on board?”

Hosted on Ausha. See ausha.co/privacy-policy for more information.

Description

Dr. Lisa Allen serves as the Chief Patient Experience Officer for Johns Hopkins Medicine. We discuss how strategies applied at Hopkins can be brought to smaller practices and how larger practices can give the boutique feel of smaller practices. The theme that kept coming up was that it is all about making the patients feel welcome, from training staff, to your own demeanor as a physician, to the aesthetic of the office. We also discuss complaints vs. formal grievances and how each is addressed and we end on changes made during the pandemic.

Before joining Johns Hopkins, Dr. Allen was the system vice president for quality, patient experience and patient safety with Steward Health Care System, an 11-hospital, community-based accountable care organization serving more than 1 million patients annually in 85 communities throughout Massachusetts. In this position, she successfully introduced patient-centered care, including best practices, to improve Hospital Consumer Assessment of Healthcare Providers and Systems scores.

Known for her collaborative leadership style, Dr. Allen served as the associate vice president for quality, patient safety and experience at UMass Memorial Health Care, the largest provider of health services for central and western Massachusetts. She also led patient safety and quality efforts for 20 years as the director of quality management and outcomes measurement at Hartford Hospital in Connecticut.

Dr. Allen earned her Ph.D. and M.A. in medical anthropology and community medicine from the University of Connecticut. She holds a bachelor’s degree in cultural anthropology from San Diego State University.

Visit www.physiciansguidetodoctoring.com to connect, dive deeper, and keep the conversation going. Let’s grow!

Disclaimer:

This podcast is for informational purposes only and is not a substitute for professional medical, financial, or legal advice. Always consult a qualified professional for personalized guidance.

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Succeed in Medicine

Was your training enough to handle everything physician life demands? From lawsuits to leadership, career decisions to challenging conversations, balancing the personal with the professional — not enough was addressed in medical school, residency or fellowship. This show fills those gaps so you can live up to the expectations that come with the white coat — not just in the exam room, but in all the places your MD follows you. Your host, Dr. Bradley Block, a private practice ENT, is right there with you — navigating the same challenges and bringing in world-class guests to teach, as he puts it, “everything we should have been learning while we were memorizing Kreb’s cycle.” With nearly 500 episodes and close to half a million downloads, Brad has built a trusted space where physicians come for brass-tacks, immediately-applicable advice. You don’t need another certification. You need a podcast that covers personal finance, private practice, side-gigs, main-gigs, reacting to bad reviews, misinformation, social media, charting, parenting, communicating, negotiating, leading, managing, teaching, learning and what to do when someone yells, “Is there a doctor on board?”

Hosted on Ausha. See ausha.co/privacy-policy for more information.

About Succeed in Medicine

Was your training enough to handle everything physician life demands? From lawsuits to leadership, career decisions to challenging conversations, balancing the personal with the professional — not enough was addressed in medical school, residency or fellowship. This show fills those gaps so you can live up to the expectations that come with the white coat — not just in the exam room, but in all the places your MD follows you. Your host, Dr. Bradley Block, a private practice ENT, is right there with you — navigating the same challenges and bringing in world-class guests to teach, as he puts it, “everything we should have been learning while we were memorizing Kreb’s cycle.” With nearly 500 episodes and close to half a million downloads, Brad has built a trusted space where physicians come for brass-tacks, immediately-applicable advice. You don’t need another certification. You need a podcast that covers personal finance, private practice, side-gigs, main-gigs, reacting to bad reviews, misinformation, social media, charting, parenting, communicating, negotiating, leading, managing, teaching, learning and what to do when someone yells, “Is there a doctor on board?”

Hosted on Ausha. See ausha.co/privacy-policy for more information.

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