“Leading the future of human experiences in healthcare means embracing innovation, empowering people, and creating a culture where every patient feels valued, and every caregiver feels inspired. It’s creating conditions and environments where compassion, innovation, and collaboration converge—every patient’s journey is marked by dignity, and every caregiver is empowered. The future isn’t just about better care—it’s about transforming lives with empathy, excellence, and purpose.”

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

As Senior Vice President of Central Valley Area Kaiser Permanente, the role is vital in shaping patient and staff experiences. This includes fostering a culture of collaboration, innovation, and professional growth, ensuring resource allocation for high-quality care, and investing in technology and community engagement. The aim is to create an environment where patients receive exceptional care and staff feel valued and supported.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Main challenge in healthcare includes staff burnout, patient access and equity, administrative complexity, slow technology adoption and organizations lack of understanding their specific workforce and customer segmentations. These results in reduced morale, care gaps, inefficiencies and low consumer and staff loyalty. Balancing Human design, innovation and a difference to expertise is a good start.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Technology, especially AI and digital health solutions, is already transforming healthcare, and its impact on both patient and staff experiences will only deepen in the future. Here is how:

For Patients:

Personalized Care & Predictive Analytics – AI can analyse health data to predict potential illnesses, recommend preventive measures, and customize treatment plans.
Remote Monitoring & Telehealth – Wearable devices and AI-driven monitoring tools allow patients to receive care from home, reducing hospital visits and improving accessibility.
Faster Diagnoses – AI-driven diagnostic tools (e.g., imaging analysis, pathology AI) help identify diseases earlier and more accurately.
Improved Patient Engagement – Chatbots, virtual assistants, and mobile apps enhance communication, appointment scheduling, medication adherence, and health education.
Reduced Wait Times – AI-driven scheduling and triage systems optimize patient flow, making hospital visits more efficient.

For Healthcare Staff:

Workflow Automation – AI can automate administrative tasks (e.g., documentation, billing, patient scheduling), allowing staff to focus more on patient care.
Clinical Decision Support – AI-driven decision tools assist doctors and nurses in making data-driven treatment choices.
Burnout Reduction – By automating repetitive tasks and streamlining workflows, technology can help reduce workload stress on medical professionals.
Training & Simulation – AI-powered simulations and virtual reality (VR) training provide realistic, hands-on medical education for staff.
Enhanced Communication & Collaboration – Digital platforms and AI-driven tools improve coordination between departments, leading to more efficient care delivery.

Technology is shifting healthcare toward a more patient-centered, efficient, and data-driven model. The key will be ensuring that AI and digital solutions augment rather than replace human judgment and empathy. How do you see these changes impacting your work or industry?

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

Balancing operational efficiency with personalized, compassionate care in the era of healthcare consumerism requires a strategic approach that integrates technology, workforce optimization, and patient-centered practices.

Leverage Technology for Efficiency and Personalization

• AI & Automation: Use AI-driven chatbots, virtual assistants, and automated scheduling to streamline administrative tasks, freeing up staff for direct patient interaction.
• Telehealth & Remote Monitoring: Offer virtual care options and wearable integrations to personalize care while reducing unnecessary hospital visits.

Workforce Empowerment & Training

• Staff Development: Provide ongoing training in empathy, active listening, and cultural competency to ensure patient interactions remain compassionate.
• Reduce Burnout: Optimize staffing models and implement wellness programs to prevent burnout, enabling caregivers to focus more on quality interactions.
• Team-Based Care Models: Use multidisciplinary teams to ensure comprehensive, coordinated care while maintaining efficiency.

Data-Driven Personalization

• Predictive Analytics: Use patient data to anticipate needs and personalize care plans, whether for chronic disease management or preventive interventions.
• CRM Systems: Implement customer relationship management (CRM) tools to track patient preferences and engagement history for tailored communication.

Patient-Centric Care Models

• Shared Decision-Making: Involve patients in their care decisions through education, digital tools, and transparent communication.
• Experience Design: Improve the patient journey with seamless digital experiences, clear navigation, and reduced wait times.
• Community Engagement: Address social determinants of health (SDOH) by partnering with local organizations to support holistic well-being.

Financial Transparency & Accessibility

• Clear Pricing Models: Provide upfront cost estimates and transparent billing to build trust and reduce financial anxiety.
• By integrating these strategies, healthcare organizations can maintain operational efficiency while fostering a culture of empathy and personalized care—ultimately enhancing both patient satisfaction and health outcomes.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

• Implemented a “Patients First” initiative, embedding empathy training across all levels.
• Developed an AI-driven patient engagement platform, sending personalized reminders and educational content.
• Introduced employee well-being programs, including mental health resources and flexible work arrangements.
• AI and automation help staff focus on care instead of administrative tasks
• KP’s ambient AI playbook for providers
• Human Centered Design

6. What key takeaways or actionable insights do you hope attendees will gain from your session at the International PX Congress?

Align Leadership with the Baldrige Framework

✅ Action: Use the Baldrige Excellence Framework to create a leadership system focused on:

• Patient-Centered Excellence – Align strategy with patient needs and experience improvements.
• Workforce Engagement – Foster a culture where staff feel valued, heard, and empowered.
• Process-Driven Results – Use data to improve patient outcomes and efficiency continuously.

Implement Standard Work for Leaders

✅ Action: Define clear, repeatable leadership routines to ensure consistent focus on patient and staff experience.

• Daily leader rounding with patients and staff to address concerns in real time.
• Weekly leadership huddles to review performance data and drive improvements.
• Standardized coaching and recognition programs to keep teams engaged.

Use a Daily Management System (DMS) for Real-Time Improvement

✅ Action: Establish a Daily Management System (DMS) to create a culture of continuous improvement:

• Visual management boards to track patient and staff experience metrics.
• Daily huddles with frontline teams to identify issues and implement quick solutions.
• Structured problem-solving (A3, PDCA, or Lean methods) to address recurring challenges.

Connect Leadership System to Patient & Staff Engagement Metrics

✅ Action: Use real-time data dashboards to track improvements in:

• Patient experience (HCAHPS scores, feedback surveys, response times).
• Staff engagement (retention rates, burnout scores, leadership interactions).
• Operational performance (efficiency gains, reduced waste, improved care coordination).

Key take away

✅ By integrating the Baldrige Framework, Standard Work, and DMS, you create a structured yet adaptable leadership system that ensures:

• Patients receive consistent, high-quality care.
• Staff feel valued, engaged, and empowered to improve daily operations.
• Leadership is aligned, proactive, and continuously improving outcomes