“It’s a new voice that is starting to emerge for the healthcare consumer,” according to Leah Binder, President and CEO of The LeapFrog Group. In Stewart Gandolf’s conversation today, Leah talks about Rethinking Patient Experience in a Culture of Candor, which is the topic of her upcoming presentation at the Cleveland Clinic Patient Experience Summit.
“Transparency,” Leah explains, “can mean lots of different things. But we understand candor.” Candor is a level of honesty and truthfulness that we need to see in healthcare system transparency. And what we are seeing around the change and renewed energy around patient engagement, is putting the patient at the center and communicating with the patient as an equal partner in healthcare delivery.
Just ahead of this year’s Empathy and Innovation Summit, Leah previews her presentation about patient experience as a whole new culture.
“People should know the performance of their healthcare system and the performance of their physician. And they should be able to use that information to make decisions about where they are going to seek care. That’s the new era of healthcare that we see ahead of us, and it’s going to depend on a higher level of candor from everyone involved in the system.”
The Leapfrog Hospital Survey is the gold standard for comparing performance on the national standards of safety, quality, and efficiency that are most relevant to consumers and purchasers of care.
We’re in for a new patient in the future…
“The new patient is accustomed to shopping on Amazon, and looking at reviews, and considering all their options…and doing so in a highly transparent world,” she told Stewart. “And they are not going to exempt healthcare from the expectations of candor and transparency.
The new patient is going to be asking questions that were considered impertinent in earlier eras. Questions such as, How much is this going to cost me? and Why are you doing this? and others. “And health systems that aren’t prepared to answer questions like that are not coming with us into this new era.”
From May 18th through the 21st, the Cleveland Clinic will host the 5th Annual Patient Experience: Empathy and Innovation Summit. Healthcare Success believes in and supports the Patient Experience Summit. Lonnie Hirsch and I are also honored to be among the speakers, and we encourage you to attend.
Previous Healthcare Success interviews in this continuing Cleveland Clinic Speaker Podcast Series are available on this page.
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Leah Binder, MA, MGA, President and Chief Executive Officer of The Leapfrog Group since 2008. Frequent speaker, contributor to Forbes.com, Huffington Post, and WallStreetJournal.com. Named by Becker's as one of the 50 most powerful people in healthcare (2014), and by Modern Healthcare among the top 25 women in healthcare, (2013), and the 100 most influential people in healthcare. The Leapfrog Group is a voluntary program aimed at mobilizing employer purchasing power to alert America’s health industry that big leaps in health care safety, quality and customer value will be recognized and rewarded.