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

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