214: Betsy Chapin Taylor, Accordant.

Wow, you've done a

great job of going back and looking at my resume.

So, you know, I think like just that deep understanding that experience was going to be critically important, that organizations that you trust, organizations that you deem worthy of investment, organizations you deem are credible, need to be supported often by a great patient experience.

Because patients don't know if you did their surgery appropriately, but they do know, were you nice? Were you compassionate? Did you engage them? And so, At that period of time, I was really compelled by some of the work that Studer was doing and saw how they were materially moving patient experience scores.

And so given that I had both marketing and the foundation, I decided to almost self-appoint myself as the person over patient experience.

I was working for a physician CEO at the time, and I went to him and I said, I believe there's a real opportunity here.

Nobody here owns this.

I would like to own this.

I have a vision for it.

And he said, fine, go do it.

And so we were able to significantly move our percentile rankings in a fairly short period of time.

And I felt that lifted philanthropy.

It lifted the brand.

It lifted our ability to provide great clinical care.

And so You know, that's another dimension of my experience that I'm just glad I've had to be on the front lines of also driving patient experience, which has continued to become more and more important in this space.

I'm sure it's evolved since, but at that time, how was it measured? Was it sort of a survey immediately following care or discharge? I mean, just what was the system?

It was.

It was a survey on discharge.

And so and what's even funnier is it was often a printed USPS mailed survey upon discharge.

And a lot of the questions were around like timeliness, communication, demeanor, and all those things still really matter.

Yeah, look, I think surveys are just so underappreciated.

I think sometimes they're leaned on in the philanthropy world for more large-scale periodic feedback, but I think that sort of direct response, how was your experience, is actually a big oversight in the fundraising world.

I think that patient experience is measured.

Every time we get out of an Uber, we rate our experience, right? Every time we take a flight, we can rate our experience.

Every time I give, rarely am I asked to rate my experience, whether that's call it direct response marketing, online giving, or even in an interaction with a fundraiser.