In this episode, Dr. Elizabeth Harry welcomes Keith Gran and Devin Lippert from the Office of Patient Experience (OPE). Gran is Michigan Medicine’s chief patient experience, with over 30 years in academic health care leadership. Lippert is OPE’s administrative director with over 25 years in the field.

Both bring deep professional and personal insights into improving care through empathy, data and collaboration. They share how their team supports patient and caregiver well-being, highlights impactful programs like peer mentorship and medical improv, and discusses strategies to create a consistent, compassionate experience across Michigan Medicine—emphasizing that every human interaction is an opportunity to improve health care.

Episode Transcript

Episode guests:

• Keith Gran, C.P.A., M.B.A.
• Devin Lippert, M.B.A.

Learn more about how the Office of Well-Being aids it team members and brings a culture of belonging, resilience and support.

Well-Being at Michigan Medicine is a part of the Michigan Medicine Podcast Network, and is produced by the Michigan Medicine Department of Communication. You can subscribe to Well-Being at Michigan Medicine on Apple Podcasts, Spotify, or wherever you listen to podcasts.

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