The erosion of the patient care experience and the cultural change that prevents it, with Dr. William Maples

We invited Dr. William Maples, CEO and president of The Institute for Healthcare Excellence (IHE) to discuss the increasingly negative effect physician and caregiver team burnout is having on patient care.

“Burnout rates among health care professionals are approaching 50 percent,” says Dr. Maples, “with 30 percent of primary care physicians leaving the profession in the prime of their careers because of issues related to burnout.”

The work Dr. Maples and his colleagues are doing includes intensive training around patient experience and the relational skills necessary to create a culture that embraces trust, respect, compassion and teamwork. This in turn creates an environment where quality, safety, and efficiency efforts can flourish. And, where care providers can connect with the joy, the idealism and the purpose that originally called them to the medical profession.

Dr. Maples practiced medical oncology for 25 years at Mayo Clinic and helped lead the Mayo Clinic quality, safety and experience journey. He then served as Senior Vice President and Chief Quality Officer at Mission Health in Asheville, North Carolina where he helped Mission Health navigate cultural transformation and become nationally recognized for its impeccable quality and safety. Today, Dr. Maples is an associate professor of oncology at the Mayo College of Medicine and Clinical Professor at Brooks College of Health at the University of North Florida in Jacksonville.

In this podcast you’ll discover:

• The effects of burnout on the patient care experience
• The six levers for creating the optimal experience for patients
• How creating a quality health care experience for patients can transform an organization’s culture
• Success stories—how physicians and care teams can find joy in their work