What truly defines a great patient experience? From appointment scheduling and facility navigation to virtual visits and provider communication, every step plays a role in how patients feel, trust, and heal.

In this episode of Key In To Quality, Mayo Clinic’s Chief Patient Experience Officer, Sunanda Kane, M.D. joins co-hosts Timothy Morgenthaler, M.D. and Sheri Nemec to discuss how Mayo Clinic is transforming patient experience across physical and digital spaces.

With decades of experience in clinical care, quality improvement, and leadership, Dr. Kane breaks down the difference between satisfaction and experience, the role of warmth and competence in building trust, and how AI and telehealth are changing care delivery.

Listeners will walk away with practical ideas to elevate patient care and experience—starting with a simple smile or a well-placed sign. This episode is valuable for patient experience leaders, clinicians, hospital administrators, digital health innovators, quality improvement professionals, and anyone invested in creating human-centered healthcare.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

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