“Episode 114: Improving Patient Experience is Heavy Lifting with Paul Rosen, MD, MPM, and MMM, of Nemours Children’s Hospital”
by Stacey Richter

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Paul Rosen, MD, MPH, MMM http://www.paulrosenmd.com/, was named ‘One of the First 100 Innovators’ by the U.S Federal Government Agency for Healthcare Research and Quality for his work on patient-physician communication.  He blogs for NEJM Catalyst,  http://catalyst.nejm.org/posts?q=rosen

Healthcare Success, the Healthcare Guys and Health Tap.  He co-hosts Pediatric Chat, http://pediatricchat.org/, a podcast that offers pediatric information to families across the globe.  He is a TEDx speaker https://www.youtube.com/watch?v=8BKN7RFhdq4, and has appeared on Sirius XM on the Business of Healthcare show to discuss the patient experience movement. Dr. Rosen is a pediatric rheumatologist.  He serves as the Clinical Director of Service and Operational Excellence for Nemours Children’s Health System.  Dr. Rosen was named the head of the Philadelphia/Delaware chapter of the Society of Physician Entrepreneurs  (SoPE).   He mentors medical students in innovation, leadership, and quality improvement. He serves as a mentor for the entrepreneur program at Wharton Business School.  Dr. Rosen also serves as a mentor in the Health for America fellows program. He is interested in using health delivery science to deliver value and achieve the quadruple aim.


00:00 Paul’s take on Patient Engagement.
01:00 Partnering with Patients, Controlling their pain.
02:45 Why Patient Engagement is controversial.
03:45 How do patients judge quality?
04:30 “Who is judging quality better than patients?”
05:00 Quality or Service – why patients expect both.
06:15 Do online public review tools actually affect clinical business?
07:00 What good looks like for a Health System in Paul’s eyes.
09:20 Helping people make the right decisions and building trust.
12:20 Things that get overlooked in the patient experience.
13:45 “Swarming,” what this is, and what it takes to make it work systemically.
15:15 The process of “Continuous Improvement” and what this looks like in action.
17:10 Learning what to focus on, and what to disregard with patient reviews.
23:00 Healthcare Professional Burnout.
25:15 What Paul sees as the major causes of Healthcare Professional Burnout.
25:45 What Paul is doing to fight burnout.
29:00 Designing tools to fit into physician workflow.
30:00 Learning to understand how ED doctors think.
32:00 You can learn more at http://www.nemours.org// or by visiting http://www.paulrosenmd.com/.

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