Oct 25, 2018
Gregory Makoul, PhD, MS
Greg is founder and CEO of PatientWisdom, Inc. He is
internationally recognized for expertise in physician-patient
communication and shared decision making as well as a radical
commonsense, person-centered approach to health care innovation. He
started PatientWisdom because professional and personal experience
made it clear that listening to patients—individually and at
scale—is the real key to improving health and care.
01:05 How patient experience counteracts thin hospital
margins.
01:28 Differentiating between patient experience and patient
satisfaction.
02:19 How improving communication improves outcomes.
04:18 What’s important for the provider to understand?
04:47 Understanding the patient’s goals, the patient’s agenda, and
how their health affects their lives.
05:43 “More than half of providers are reporting at least one
symptom of [physician] burnout.”
08:48 Intersecting with chronic conditions.
10:00 Health care as transactional.
12:03 “The idea of feeling like a number instead of feeling like a
person is something that we hear over and over.”
12:46 How PatientWisdom solves the conundrum of listening to the
patient while also helping providers check off all their must-do
tasks.
14:19 What happens when a patient feels as though their doctor
knows them better?
15:35 “The focus ... is on finding out [what’s important] to the
patients.”
17:54 The number of patient encounters PatientWisdom has run thus
far.
18:12 Boiling down patient stories into insights.
22:02 How PatientWisdom turns patient answers into
quantifiable insights and actionable points.
24:19 “We are not scoring a patient on a certain scale. We are
boiling down, distilling what [they say] into themes and subthemes
and, when it’s relevant, sentiment.”
26:25 How what PatientWisdom is doing is relevant to the leadership
of health care organizations.
28:33 Surprising provider insights through ProviderWisdom.
30:56 The unique insights coming out of CommunityWisdom.