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SR Health Blog

Patient engagement insights for those who want to be in the know.

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Improving the Patient Experience ‘Disney Style’: A Q&A With Jake Poore

If you ask Jake Poore whether healthcare providers can learn anything from Disney, he’ll tell you yes. In fact, there’s enough to write a book and an online class on the topic, and that’s exactly what he did. In 99 Lessons Learned from Disney to Improve the Patient Experience, this former Disney leader describes how to design world-class service and care, manage wait times, and help providers understand that clinical care (quality) and human kindness (service) are not mutually exclusive. Following is a summary of a recent conversation with Poore on the topic of how to improve the overall patient experience based on lessons learned while working for nearly two decades at Disney.

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The 10 Patient and Carepartner Priorities You Must Pursue in 2021

The forecasts and predictions for what will define 2021 are rolling out. Be wary of forecasts, predictions, and trends from innovators and futurists who may not understand living life with a diagnosis or diagnoses as a patient. Be skeptical of forecasts, predictions, and trends from people and entities who do not understand the work that patients and their carepartners need to do to get the care they need. For a successful 2021 that authentically meets patients and their carepartners where they are, create strategies rooted in these top 10 real-world, essential priorities.

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