Jeremiah Todd on revolutionizing patient engagement and language access

In this episode of NRC Health's Patient No Longer podcast, we sit down with Jeremiah Todd, VP of Customer Engagement, Experience & Language Access at Fairview Health Services. Jeremiah shares his insights on the importance of language access, the journey toward Human Understanding, and how Fairview is transforming patient and customer experiences. Tune in to learn about the challenges and innovative strategies involved in creating a more inclusive and engaging healthcare environment.

From patients to customers: Redefining healthcare experience, hosted by Ryan Donohue, thought-leader, author, and strategic advisor with NRC Health

Jeremiah Todd, Vice President of Customer Engagement, Experience & Language Access, Fairview Health Services

Jeremiah joins the podcast to share his insights on the importance of language access, the journey toward Human Understanding, and how Fairview is transforming patient and customer experiences.

Language access as a strategic priority.Jeremiah emphasizes the critical role of language access in healthcare, especially in diverse communities like Minnesota. "We had over 150 different languages that we translated and had to interpret for in our system last year."

These efforts highlight the importance of comprehensive language services to ensure equitable care for all patients. The shift to virtual interpretation post-COVID has posed challenges, but also opportunities to leverage technology and multilingual staff more effectively.

Human Understanding in patient care.At the heart of Fairview's approach is Human Understanding. Jeremiah explains, "What patients really want at the end of the day is to be understood and known for the individuals they are, and have care tailored to that experience."

This philosophy drives their efforts to create personalized and empathetic patient interactions. Fairview's commitment to Human Understanding is reflected in their surveys, which now include questions designed to gauge this aspect of patient care.

Integrating technology for better experiences.Jeremiah discusses the potential of AI and digital tools to enhance both patient and employee experiences.

"Reducing burden for our workforce is going to create a better experience for our patients," he says, underscoring the importance of leveraging technology to streamline processes and improve care delivery.

Tune in to the full episode for an in-depth conversation with Jeremiah Todd, and discover how Fairview Health Services is transforming the landscape of patient care.

Listen to the full episode or catch it on YouTube.

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