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An Omnichannel Approach to Care Part 2: with healthcare industry advisor, consultant and former Chief Information Officer, Senior Executive at Northwestern Medicine Tim Zoph, and healthcare strategist for DPR Construction Carl Fleming
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Welcome to Episode 8 of Constructing with Care, a Podcast for healthcare executives to discuss topics affecting capital projects today. Today, your host, Leslie Tullio, is joined again by Tim R. Zoph, Industry Advisor and former Chief Information Officer, Senior Executive at Northwestern Medicine, and Carl Fleming, DPR Construction Healthcare Strategist. In a previous episode, they discussed the elevated patient experience consumers crave and their expectations. In this second episode, they explore what it looks like to put patients first and how to plan ahead to achieve it successfully.
Key Takeaways:
[1:31] Carl speaks of how always to consider patients first.
[3:36] Tim addresses how, lately, we have dedicated efforts to automating the physical enterprise and how this affects the interaction with patients.
[5:56] We need to be far more innovative in the healthcare delivery models.
[7:48] Carl advises on how to deepen the understanding and involvement in patients’ lives.
[9:27] Tim shares a recent experience at a Healthcare center and why the digital-first omnichannel experience is so important.
[10:38] Tim shares his perspective on an omnichannel digital-first and personalized approach as a guide to use healthcare spaces more flexibly.
[14:29] Tim discussed how to optimize the new patient’s physical experience.
[16:37] How do you create a consistent patient experience?
[18:04] There is uncertainty about how we are going to deliver care, which presents a challenge to current healthcare leaders.
[20:34] Carl advises the audience: It is never too early to decide who should be at the table in creating an omnichannel digital-first, personalized experience.
[22:41] Tim shares his closing thoughts: Build for the consumer, and be prepared to disrupt yourself. Take care of your workforce.
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Brought to you by DPR Construction: A trusted healthcare builder.
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