How Empathy-Based Design Makes or Breaks the Patient Experience
Andy Gradel, System Director, Digital Marketing at Mainline Health
In this episode of the Crux Points podcast, we hear from an executive with experience leading digital transformation: Andy Gradel of Main Line Health.
Andy has spent the last decade leading digital marketing for hospital systems in Pennsylvania. At Thomas Jefferson University Hospitals, he led the redesign and transformation of their web properties. The work garnered many awards – not to mention huge boosts in traffic and online appointment requests. Last Fall, Andy joined Main Line Health, a four-hospital system in Philadelphia, where he has been charged with transforming their digital presence in order to meet the needs of today’s healthcare consumers.
We saw Andy deliver a keynote at last year’s Healthcare Internet Conference, and came away impressed with his approach. He has a lot of interesting thoughts, not just on how healthcare needs to evolve in this new retail-based care environment, but also on how to gain alignment within an organization when you’re leading the type of transformations he does.
Listen as Andy shares his thoughts on utilizing empathy during the digital design process, how patient experience can make or break an organization and how to execute personalization without being too personal. And, in our Talk Back segment, consumers tell us how they engage with diagnostic services.
Main Line Health:
Castlight/JAMA study on the effect of price comparison on consumer habits: