Harvesting the Collective Patient Experience

By Stewart Gandolf
Chief Executive Officer

Joseph A Bianco, MD

Joseph A Bianco, MD

[2014 Cleveland Clinic Patient Experience Podcast] In our continuing series of leadership interviews, Lonnie Hirsch of Healthcare Success talks with Dr. Joseph Bianco, family medicine physician practicing in Ely, Minnesota. Dr. Bianco will be speaking at the Cleveland Clinic Patient Experience Summit on the topic of: Patient & Family Advisory Councils: Harvesting the Collective Patient Experience.

In today’s podcast, Lonnie Hirsch and Dr. Joseph Bianco discuss the formation of advisory councils and how they provide insight and guidance to continuously shape and improve patient experience for the Essentia Health system.

  • 2014 Patient Experience Summit: ­­Harvesting the Collective Patient Experience
  • Cleveland Clinic Speaker Series: Joseph Bianco, MD,  Essentia Health-Ely Clinic

Lonnie’s conversation previews the upcoming Patient Experience Summit presentation by Dr. Bianco and colleague Amy Vanderscheuren, Director, Volunteer Services at Essentia Health. Some of the highlights from this leadership podcast include:

Q: What are Patient and Family Advisory Councils?

A: Advisory councils include patients and family members who regularly meet with healthcare workers, administrative and operational leaders, physicians and other staff members. They discuss health care from the patient and family members point of view.

The feedback they provide is used to help with decisions such as health care design, delivery models, educational and marketing materials, and facilities planning. We also rely on them quite a bit for our work in improving quality and safety in our clinics and hospitals.

Q: How do you select and assemble a Patient and Family Advisory Council?

A: Before a Council can be formed, the organization needs to be committed, and thus sanctioning leadership time and resources to make this work. The organization must be involved in patient- and family-centered care, and looking at patients as true partners. And assigning one person to spearhead the initiative is key to organizing us on various levels for councils to work effectively.

Patients can be referred for participation, but also, we have a recruiting process asking patients to be patient-partners. We want patients who are good communicators, people who are not motivated by a personal agenda, people who can see the bigger picture, understand the complexity of medicine, and people who can work with diverse populations. They have to be interested in making healthcare better.

You can attend Dr. Bianco’s presentation at Cleveland Clinic’s Patient Experience Summit—Patient and Family Advisory Councils: Harvesting the Collective Patient Experience—on Tuesday, May 20.

The 5th Annual Patient Experience: Empathy + Innovation Summit will be held May 18 – 21. Healthcare Success is pleased to be a Supporting Partner for this event, and we invite you to register and attend. Lonnie Hirsch and Stewart Gandolf who will also be speaking at the Summit.

Additional interviews in this continuing healthcare leadership series are available on this page.

Lonnie Hirsch

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Joseph Bianco, MD, is a Family Medicine physician practicing in Ely, Minnesota. Ely Clinic, which is part of Essentia Health, an integrated health system serving patients in Minnesota, North Dakota, Wisconsin and Idaho.

Stewart Gandolf
Chief Executive Officer at Healthcare Success
Stewart Gandolf, MBA, is Chief Executive Officer of Healthcare Success, one of the nation's leading healthcare and digital marketing agencies. Over the past 20 years, Stewart has marketed and consulted for over 1,000 healthcare clients, ranging from practices and hospitals to multi-billion dollar corporations. A frequent speaker, Stewart has shared his expertise at over 200 venues nationwide. As an author and expert resource, Stewart has also written for many leading industry publications, including the 21,000 subscriber Healthcare Success Insight blog. Stewart also co-authored, "Cash-Pay Healthcare: Start, Grow & Perfect Your Cash-Pay Healthcare Business." Stewart began his career with leading advertising agencies, including J. Walter Thompson, where he marketed Fortune 500 clients such as Wells Fargo and Bally's Total Fitness.



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