Experts of Experience
Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout
22 Jan 2025
There’s nothing more frustrating than feeling misunderstood, undervalued, or out of place in a doctor’s office. That’s exactly why Northwell Health has set a new standard for both physician and patient experience. Alyssa Scully, Assistant Vice President of Operations at Northwell Health, shares exactly how her team is transforming provider and patient experience, and their methods might surprise you… From hyperpersonalized physician referrals to patient care plans designed to bring you more fulfillment and joy — instead of simply treating symptoms of a disease — Northwell Health is redefining “care” on every level. Tune in to discover Northwell Health's innovative approaches to improving both patient and physician experiences, including data-driven metrics, annual award programs, patient experience transparency, and reducing day-to-day administrative burdens for doctors.Key Moments: 00:00 Alyssa Scully, Assistant Vice President of Operations at Northwell Health00:46 Balancing Patient Experience and Operations02:40 Supporting and Empowering Physicians04:33 The Impact of Technological Advances in Healthcare10:20 Physician Wellness Programs21:17 Training and Empowering Healthcare Teams36:15 Implementing Salesforce for Personalized Care42:31 Creating A “Third Place” For Physicians –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
this very large movement at northwell finding what matters most to the individual it's less about the disease and it's more about the fulfillment and the care for that patient and whatever problem that means the most to them we're getting away from this concept of being disease specific. And we're asking questions about what matters most to our patients, what would make their life easier.
And the answers to those questions are starting to be embedded into their care plans.
There's nothing worse than hearing someone say, we can't help you with that. And having a team activated around working together to get the person to the result that they need so that we don't have to say no to them is just such an important factor. Hello, everyone, and welcome back to Experts of Experience. I'm your host, Lauren Wood.
Today, I am joined by Alyssa Scully, the Assistant Vice President of Operations at Northwell Health, to chat about New York's largest health care provider and how they are setting new standards for patient success through data-driven metrics, personalized care programs, and prioritizing the physician experience. They have a vast, vast network of hospitals and outpatient facilities.
And so we're going to really understand how Northwell Health is working to create the best possible experience for both their physicians and their patients. Alessa, wonderful to have you on the show.
Yes, thanks for having me. Glad to be here.
So something I always think about with hospitals, and I'm so glad that we have you on the show because this question, anytime I walk into a medical setting, I always wonder, how do you approach balancing the patient experience with the operational complexity of running a hospital?
It's a good question. So we are fortunate at North to be guided by some tremendously talented leaders. And one of the things that's very special is how we always take a patient-centric approach to what we do. So our operational improvement activities, our operational metrics, everything that we're thinking about by way of
advancing, growing, improving, augmenting, and modernizing is really built around the patient experience for us. So we think about really everything we do, it's around the patient. So in terms of balancing, I think having the patient in the center to begin with helps us think about ways to effectively improve but aid in that better experience for that patient point of view.
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