Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients.
In this episode, they discuss:
Despite the challenges facing healthcare, Brian’s powerful reminder resonates throughout our conversation: “We do far more right than we do wrong.” Healthcare professionals perform life-saving, transformative work every day, often in difficult circumstances. The evolution of patient experience isn’t about criticizing what’s wrong but enhancing the incredible care already happening.
Ready to bridge customer and patient experience in your organization? Connect with Brian on LinkedIn to follow his insights, and explore our resources at experienceinvestigators.com to support your experience journey.
About Brian Carlson:
Brian Carlson has over 20 years of experience in large academic health systems and private group practices. He is currently the Vice President of Patient Experience at Vanderbilt University Medical Center (VUMC), where he has significantly improved patient experience and operational efficiency since 2007.
Brian has a proven track record of driving financial and operational success. At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement. Previously, he served as CEO/COO of Olean Medical Group and Practice Manager for Obstetrics & Gynecology at Northwestern Medical Faculty Foundation.
He holds dual master’s degrees in Health Services Administration and Business Administration from Xavier University and a Bachelor of Arts in Psychology from Wittenberg University.
Follow Brian on…
LinkedIn: linkedin.com/in/brianrcarlson-nashville
Articles Mentioned:
Press Ganey CMO on ‘The Pitt’: Doctor Report Cards Are Really About Systems (Newsweek)
What Lush learned from three years of being mostly offline (Marketing Brew)
AI-driven research uncovers how physician media choice shapes online patient experience (Nevada Today)
Resources Mentioned:
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Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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