Customer Experience Management takes on an entirely different context when you or a loved one gets a cancer diagnosis. As you'll hear from my guest on this episode, the healthcare system is broken in many ways. UNC is starting with a better way to listen.

Loretta Muss, coordinator of the Patient and Family Advisory Council (PFAC) at the North Carolina Basnight Cancer Hospital, recently retired after advocating for patients, families, hospital staff and administration for the past 14 years.

Muss started in her role with the PFAC in 2009 with the hope of strengthening the relationship between patients, caregivers and their cancer care teams.

On this episode of The Delighted Customers Podcast, Loretta talks about some of the realities stressing our healthcare system and the impact on patients. She shares the immensely successful PFAC she launched for UNC's Cancer Hospital and we talk about how the model can be used to help businesses inside and outside of healthcare.

Here are three pivotal questions she answered, which we believe can reshape how we view healthcare:

1. How can caregivers' inclusion in advisory councils transform patient care?

Caregivers play a crucial role in the patient journey, often providing the most consistent care. Understanding their perspectives can lead to more holistic and effective healthcare solutions.

1. What strategies can be employed to prevent burnout among healthcare providers while maintaining high standards of compassionate care?

Burnout is a critical issue affecting healthcare providers worldwide. Addressing it is essential to ensure that providers can continue delivering the high-quality, compassionate care that patients need.

1. In what ways can personalized patient interactions improve overall healthcare outcomes?

Personalization in healthcare can bridge the gap between clinical efficiency and patient satisfaction. Exploring this can lead to better health outcomes and a more humane healthcare experience.

Curious about Loretta's insightful answers? Tune in to our latest podcast episode and discover how these questions and their answers can drive significant improvements in the healthcare sector.