How to Improve the Patient Experience with Rafael Salazar

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Summary:
In this episode, I speak with Rafael Salazar about improving a patient's experience. We discuss the importance of designing patient-centered goals and treatments to improve retention and outcomes. We dive into the common issues causing poor adherence to care. We also aim to define success in rehabilitation and the ways to measure it.
Topics:
0:00 – Zach Intro
3:00 – Start of interview
3:28 – Rafi Introduction
6:20 – Rafi’s background in the VA and his professional drive
13:00 – Addressing patient drop offs and retention issues
16:15 – Strategies to improve patient buy-in and retention
18:50 – Which outcome measures are useful
20:40 – Navigating patient expectations
25:00 – self-management vs fixing
30:40 – Defining success and showing success in rehabilitation
32:50 – Three things we can sell and showing value
34:40 – Patient-centered goals
36:50 – Confronting patients about plan of care adherence
39:15 – Net promoter scores and patient satisfaction
41:40 – Primary issues with healthcare (Rafi’s manifesto)
48:30 – Cherry Picking data and holding each other accountable
50:25 – Advice for new clinicians
54:00 – Pattern matching and developing expertise
55:20 – Largest gap in rehabilitation
57:55 – Connecting with Rafi
58:35 – Zach’s closing thoughts

Quotes:
“You have to look at the process of care, but you have to look at what is actually being experienced by the patient when they are interacting with your staff and clinicians.”
“The patient ultimately wants to know, ‘can you solve their problem?’”

“Self-management is more important than us fixing a patient.”

Connect with Rafi:
LinkedIn, Twitter, Rehab Solutions, Podcast
Books Mentioned: (Amazon Affiliate Links)
Surgery, The Ultimate Placebo: A Surgeon Cuts Through the Evidence
The Alchemist

Music by Quentin Walston

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