Real-World Lessons in Patient Experience: A Conversation with Joan Kelly

In this insightful interview, Joan Kelly, the former Chief Experience Officer of two health systems, Yale-New Haven Health and NYU Langone Health System, shares some of the themes of her doctoral thesis including the impact of Covid-19 on inpatient experience for patients as well as real-world patient experience lessons she’s learned throughout her career.

Other related topics include:

True patient engagement: definitions, data, and design
How using the voice of the patient at scale to drive data-driven operational improvements
Q & A from the audience

Insights

Explore our library of thought leadership content and discover the impact of positive engagement on the healthcare experience. We regularly speak with

experts who share their research and insights and with our clients who have successfully improved patient experience and staff engagement.

Explore our library of thought leadership content and discover the impact of positive engagement on the healthcare experience. We regularly speak with experts who share their research and insights and with our clients who have successfully improved patient experience and staff engagement.

Bridging the Gap: Patient Expectations vs. Experience in Healthcare

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Real-World Lessons in Patient Experience: A Conversation with Joan Kelly

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