Bringing Southern Hospitality to the Patient Experience with Brian Carlson

44min | 05/21/2021

Description

Brian Carlson currently serves as Vice President of Patient Experience for Vanderbilt University Medical Center. In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting and Center for EMS Excellence. Strategically he advises on institutional patient experience goals and improvement, employee engagement, culture, and patient engagement programs, including on-line patient portal My Health at Vanderbilt.

We discuss who should be on the patient experience team and it ranges from HR to your kid’s kickball instructor. You’ll see what I mean. How much do we invest in the Patient Experience; how do we best engage our employees and how do we get buy-in from management? What are some of the out-of-the-box tactics used by Vanderbilt and how do we use surveys to take the pulse of the patient experience?

Mr. Carlson joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.

Please SHARE!!!

Find this and all episodes on your favorite #podcastplatform at PhysiciansGuidetoDoctoring.com

A proud member of the Doctor Podcast Network!

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

Brian Carlson currently serves as Vice President of Patient Experience for Vanderbilt University Medical Center. In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting and Center for EMS Excellence. Strategically he advises on institutional patient experience goals and improvement, employee engagement, culture, and patient engagement programs, including on-line patient portal My Health at Vanderbilt.

We discuss who should be on the patient experience team and it ranges from HR to your kid’s kickball instructor. You’ll see what I mean. How much do we invest in the Patient Experience; how do we best engage our employees and how do we get buy-in from management? What are some of the out-of-the-box tactics used by Vanderbilt and how do we use surveys to take the pulse of the patient experience?

Mr. Carlson joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.

Please SHARE!!!

Find this and all episodes on your favorite #podcastplatform at PhysiciansGuidetoDoctoring.com

A proud member of the Doctor Podcast Network!

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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