I am so pleased to introduce Lisa Griffin, the Chief Consumer Officer at University Hospitals. In this role, she leads the organization’s commitment to improving the patient experience and making healthcare more accessible and equitable for patients.

Her mission is to make healthcare feel as personalized and accessible as any other service in your life.

She’s not only modernizing the infrastructure behind patient access but also changing the mindset entirely. She believes that patients are consumers with choices, and healthcare should meet and possibly exceed the standards set by other industries.

We talk about how AI is making healthcare more accessible without replacing human empathy and how predictive analytics tools are helping them reach patients before they even know they need care.

🎧 Listen in to hear how Lisa is enhancing the patient experience at University Hospitals and what health systems can learn from what she is doing.

Key Takeaways

Introduction (00:00 )

Why Lisa chose healthcare (02:51 )

What “Chief Consumer Officer” really means (05:41 )

Top priorities at University Hospitals (08:48 )

AI in action – Enhancing call centers, pre-cert, and physician note-taking (11:07 )

Balancing tech and empathy (17:46 )

Emerging tech trends in healthcare (23:11 )

Advice for future leaders (27:20 )

Q&A session (30:24 )

Additional Resources

Lisa Griffin’s LinkedIn: https://www.linkedin.com/in/lisa-griffin-mba-cccm-b90823189/

University Hospitals: https://www.uhhospitals.org/

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Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/

Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/

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Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/

Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/