Making his first appearance ever on the Healthcare Experience Matters Podcast this week is Jeff Robbins. Jeff is a Coaching Leader with the Healthcare Experience Foundation (HXF). He joins us to chat about what he has learned over the years when it comes to using data to tell a story and improve the patient experience.
Today’s conversation begins with Jeff discussing the origin story behind why he is so passionate about sifting through data to gain key insights that can be gamechangers.
According to Jeff, insights that he has uncovered are often times very specific and they can have an action plan built around them to drive results.
“What you have to do is mix the operational data with the experience data,” Jeff told us.
One of Jeff’s favorite examples of creating a change through data involved a physician who struggled on a particular day of the week.
The struggles coincided with this physician’s one day of the week he was taking his kids to school. This extra errand ended up making the physician late for work on a nearly weekly basis.
The patients were picking up on that extra stress and anxiety. While the physician tried to hurry and get caught up, he was failing to make connections with patients.
Once this was addressed, the patient experience was dramatically improved. This change was possible through uncovering patterns in both operational and experience data. Success stories like this remind Jeff why he is so passionate about his job.
“When it’s one simple thing like that, it eases everyone’s mind, and no one has to reinvent the wheel,” he told us.
More About Jeff
Jeff is perfectly suited to conduct patient experience improvement across the continuum of care by combining measurement with competency development. As a former group practice manager, Jeff knows intricately how to transform culture to deliver a remarkable experience to the patient—and he has demonstrated success.
Jeff builds on 15 years of healthcare experience in group practice, long-term care skilled nursing facilities and residential care facilities. Jeff spent four years managing the practices of a diabetes and endocrinology center, a cardiology clinic and a medical specialty clinic.
Jeff holds a master’s degree in Business Management from Baker University in Baldwin City, Kansas, and a bachelor’s degree in Political Science from the University of Missouri. He is a Certified Patient Experience Professional and a Licensed Nursing Home Administrator.
You can hear Jeff’s interview about data, telling a story, and the patient experience here:
Interested in hearing more podcasts from us? Our five most recent episodes are here:
For even more podcast episodes of this program, you can subscribe to us for free on Apple Podcasts, Spotify, and anywhere you get podcasts! You can always visit the HXF YouTube channel to view our entire archive of episodes.
We publish a new podcast every Thursday morning. Please stay tuned for more shows!
Have you explored the Healthcare Experience Academy yet?
With eCourses now available about improving the healthcare experience, you will be able to explore topics related to our weekly podcast in further detail.
Healthcare experiences are made up of a million small encounters, each adding up to one big impression of your organization. The Healthcare Experience Academy from HXF empowers you to make sure the impression you and your team leave is a positive one.
More HX Matters Podcasts
Our podcast is dedicated to transforming the health care experience so that every person can receive and deliver the best care.
You can subscribe to our podcast for free on all major podcast platforms and for video of our interviews, you can always check out the Healthcare Experience Foundation (HXF) on YouTube. Catch up on all episodes of our podcast by subscribing and following us on Apple Podcasts, Spotify, Stitcher, Amazon Music and more.
Meet Jeff Robbins
Jeff Robbins, MBA, CPXP is the Director of Healthcare Experience Coaching with a proven track record in creating patient and physician/provider experience improvement in inpatient, emergency department and clinic settings. Jeff has had success in creating physician coaching and mentorship programs in a variety of non-profit, for profit and academic healthcare environments.
Jeff has served as leader of cardiovascular, internal medicine, psychiatry services and has 15 years of healthcare experience in group practice, long-term care, behavioral health, skilled nursing facilities and residential care facilities. He is a sought after speaker with particular emphasis on the Stories Behind N-size, Brain Based Coaching, Civility/Considerate Conduct and Etiquette Based Medicine. Jeff has served in numerous leadership roles in community and academic healthcare settings.
Connect with Jeff Robbins
More episodes with Jeff Robbins
Keeping it Simple to Drive Excellent Patient Experiences
Listen now: Making his second appearance as a guest on the Healthcare Experience Matters Podcast this week is Jeff Robbins. Jeff joins us for a …
What it Takes to Restore a Culture of Civility in Healthcare
Listen Now: The need to foster healthy work environments for our leaders, staff and physicians and equip our teams with tools to broaden civility and …
How to Fix Incivility in the Workplace with Jeff Robbins
Listen Now: Tackling some of the toughest topics in healthcare is what this podcast is all about and for many folks out there, few things …
Healthcare Experience Matters 100th Episode Celebration!
Since 2021, the Healthcare Experience Matters podcast has (hopefully) been a part of your Thursday morning routine, and we are honored to have had the …