Designing Next: Building a Values-Based Culture That Withstands a Pandemic
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Rick Evans, Senior Vice President & Chief Experience Officer, NewYork-Presbyterian
Rick Evans started his career in the non-profit world before transitioning into patient and customer experience work - almost before the discipline existed! In his career, he has led patient experience at two of the country’s most recognized hospitals - NewYork-Presbyterian (NYP) and Mass General - and is considered one of the most influential and innovative leaders in the patient and staff experience space.
As you listen to this episode, which is part one of a two-part interview, you will be struck by Rick’s dedication to culture. When he rejoined NYP for the second time a few years ago, one of the first things he did was co-create a Respect Credo with leadership and staff. As you will hear in our interview, that Credo guides much of what Rick and the team at NYP does. It played an essential role as they navigated the unimaginable challenges of COVID-19 this past Spring.
There is a lot we can all learn from Rick, which is why our conversation will last over two episodes. In this first part of our interview, you can look forward to learning:
- The lessons Rick has learned from building and scaling out an experienced-focused culture at large, multi-location organizations
- How the Respect Credo guides team members of all levels at NewYork-Presbyterian
- The role culture played as NYP navigated the unprecedented experience of COVID-19
We’ve been looking forward to our conversation with Rick since we launched the podcast. We hope you enjoy Rick sharing his experience and approach to culture - and we’re sure you’ll learn a bit too.