Dr. Judy Wolfe on Lessons from an ER Doctor at Cleveland Clinic
What can an ER doctor teach us about trust?
Dr. Judy Wolfe still practices as an emergency physician while serving as Associate Chief Experience Officer at Cleveland Clinic. She joined me to talk about the power of patient experience in healthcare.
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Originally aired April 11, 2024 as Episode 79 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The critical role of trust in caregiver and patient interactions
How reimagining job titles and communication training can change patient care
Why embracing change management is urgent, and the cost of standing still
Practical tips, from "shift hacks" to loyalty drivers to teach-backs
Small habits, big trust
Techniques like teach-backs are simple, but they show patients they've been heard and understood. Dr. Wolfe's tips apply well beyond healthcare.
Related episodes
About the guest
Dr. Judy Wolfe is an emergency physician and Associate Chief Experience Officer at Cleveland Clinic.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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