Ep. 40: What every physician should know about care experience (and why it matters)

In this episode of the PermanenteDocs Chat, host Alex McDonald, MD, discusses the latest innovations in care experience with Wadie Marcos, MD, access and experience lead with the Southern California Permanente Medical Group. Dr. Marcos shares his insights on the changing health care landscape, focusing on improving access and the care experience.

They candidly discuss the unique challenges and opportunities health care organizations face in meeting patient expectations. Dr. Marcos highlights some groundbreaking practices at Kaiser Permanente, like enhancing booking systems and smoothing the onboarding process for new members to increase satisfaction. They also talk about the crucial role of soft skills in care experience, the importance of trust-building by physicians, and how a team-based approach enables high-quality care.

Dr. Marcos also covers the role ethical, evidence-based medicine plays in practicing medicine today and how disease prevention is central to Kaiser Permanente’s mission.

Don’t miss out on this compelling conversation — watch the chat on YouTube or listen to it on your podcast platform of choice. And don’t forget to subscribe so you don’t miss future Permanente Medicine programming.

#careexperience #patientexperience

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