Bridget Duffy Discusses the Patient Experience at Gel Health 2009
by Mark Denton on November 19th, 2009
Dr. Bridget Duffy, who was formerly the Chief Experience Officer at the Cleveland Clinic, is one of a handful of people who are truly focused on all aspects of the patient experience, and she has some great ideas about what is wrong with the way patients, hospitals, and doctors relate to one another in our healthcare system. We previously featured a video of a brief interview with her at the 2007 Consumer-Centric Healthcare Congress.
In this new video, recorded at the Gel Health Conference last month in New York, she relates some of her own experiences as a patient with a broken leg, and then discusses her ideas for redesigning the healthcare system by listening to the voice of the patient.
The presentation doesn’t include anything directly related to wayfinding, and it is much heavier on anecdotes than specific data or recommendations, but if you you work regularly in hospitals you will certainly find some inspiration here, as well as a renewed sense of what the end users of our work are facing as they navigate both the physical hospital environment and the emotional issues surrounding their own illness.
January 7th, 2010 at 4:42 pm
Dr. Duffy, you have captured so much truth from both your professional and personal experiences! My patients with spinal cord injury would say amen to your experience with invisibility in a wheel chair. I would love to correspond with you about a ministry I’m developing to help healthcare professionals restore the cornerstone of compassion that must be a part of each of our foundations. I believe that changing the culture means transforming physcians’ minds so they are no longer conformed to the world.