Transforming Experiences

(HLS) Why Experiences Matter and What Leadership Looks Like During a Crisis

Episode Summary

Welcome to the first episode of Transforming Experiences. In this inaugural episode where we get to know our three co-hosts: Kristi Roe, Toni Land, and Rich Schwartz as they discuss why experiences matter in healthcare and life sciences. At Medallia, Kristi is Head of Healthcare Experience, Toni is Head of Clinical Experience, and Rich is Head of Life Sciences Experience. In the first session, you will hear from Dr. Saria Saccocio, the Ambulatory Chief Medical Officer at Prisma Health, as she discusses the role experience and education play in the vaccine rollout.

Episode Notes

Key Takeaways:

Rich, Kristi, and Toni are passionate about the ability to impact the lives of others as they share how their early career decisions landed them where they are today.
Experiences matter in Healthcare and Life Sciences.
COVID tested organizations’ ability to innovate in a short period. Now that they proved they can, there are no excuses why they can’t continue to innovate.
Kristi and Dr. Saccocio agree that the key ingredient to any vaccine is trust.
Living in the digital age provides an opportunity to use technology to better engage, educate, communicate, and listen - especially around vaccine outreach and administration.
Dr. Saccocio shares the importance of providing an experience that is filled with dignity and care.
They discuss the power of outreach, community engagement, and compassion to build trust and address health disparities to create healthier communities.
We have to meet people where they are. Minorities and young adults are hesitant to take the vaccine, and those in need of the vaccine the most are over the age of 70 and have mobility (and other) challenges.
The employee experience is equally important as Dr. Saccocio discusses why initially only 31% of Prisma’s team members wanted to get vaccinated and how they were able to vaccinate over 50% of their team members as a result of better communication and transparency.
Dr. Saccocio is moved by how many people have shown up, volunteered, helped, and supported our team members in times of crisis.
2020 is the year that healthcare found its agility.
Expectations and aspirations for 2021 should be based on these recent experiences.

Continue on Your Journey:

Dr. Saccocio on LinkedIn

The Rabbit Effect: Live Longer, Happier, and Healthier with the Groundbreaking Science of KIndness, by Kelli Harding

Alia Crum -— Treatment Effect

I, Daniel Blake -— Movie

Quotes:

“Healthcare is the one thing that connects and equalizes us all regardless of how you feel and how you think about the world. It’s the one thing that will drop any one of us to our knees to pray about.” — Rich“

“When experience goes right it is magical and when it goes wrong it can be deadly.” — Rich

Everyone is trying to figure out how to foster trust in the vaccine, and guess what, it’s all about the experience.” — Kristi

“My hope is on this podcast we are able to talk through the challenges, the barriers and talk to some who are doing it well or have ideas on how we can do it well. People listening can walk away with a nugget or two and take it back to their organization to impact others. ” — Toni

“[The vaccine] all starts with trust, building trust, and expanding the opportunity to connect with our community at large.” — Dr. Saccocio