Patient Experience

Consumer Experience, Empathy, Healthcare, Human-Centered Design, Innovation, Mindset, Patient Experience, storytelling, Teams

Down 30 Pounds! Who Gives A Sh**? My Personal Journey To the Best Me!


The Story

Three months ago, I walked into my providers office to get some medicine to deal with the “junk” I had gotten after the holidays. Unbeknownst to me, it would be a visit that changed my health journey. When the nurse took my blood pressure, it was 188/102. What? My blood pressure has never been that high. As a matter of fact, my pressure has always been low. It literally rocked my world and led me to where I am today.

As I wrote in last week’s blog, my mother died fullsizeoutput_3c5dprematurely, two of my uncles passed prematurely, and my father battled high blood pressure and cancer in his lifetime. Many of my family members have struggled with morbid obesity in their lifetimes and, for the last 18 months, my brother has been navigating health challenges.

After learning about my high blood pressure, I left the doctor’s office in a mix of emotions. I wasn’t sure what I was going to do, but knew I had to do something. In addition to the high blood pressure, I knew that my weight was creeping back up to the heaviest I’ve ever been. This was not acceptable! At that moment, I promised myself and my wife that it was time to focus on getting healthy again.

Changing my behaviors has not been an easy or fun journey, but each and every day I have put one foot in front of the other to make better health choices. Today I am happy to announce that I have lost over 30 pounds and, most importantly, all my numbers are almost all back to normal. Hallelujah!

What I’ve Learned And What You Can Learn

There is no secret sauce or magic potion that has made this happen. I’m not taking any supplements or shots and I haven’t been smoking anything to help in this process. Like so many other people in the world, I started using the new Weight Watchers app to help bring accountability in my eating.

My learning is two-fold. First, it is all about mindset and behavior change. You, and only you, can make it happen. No one can force it on you or make it happen for you. You have to do it.

Second, it has once again been confirmed in my mind that the healthcare Dont-Be-Yourself-But-Be-Your-Bestself-Quote-Mouse-Pad system is built for business and not for the care of people. If I would have listened to the system, I would be taking lots of medicine and still be a high-risk consumer. Why wouldn’t the system want to be proactive and to actually guide my health journey? It’s the difference between healthcare (one word) and health care (two words).

What I Will Do And What You Can Do

Here is my request of each of you: be the best you! Love yourself first, so you can love those around you. Place a high priority on taking care of yourself, so you can be there for those who you love. The feature picture of this blog shows each and every one of you why I am on this journey. They are my life, my loves, and my reason for living. Find your motivation for living and start your journey.

Who gives a sh** about you? Well, for starters, I do. I will walk this journey with you and we can walk this journey together.

GO BE YOUR BEST SELF TODAY!


Consumer Experience, Empathy, Healthcare, Human-Centered Design, Patient Experience, storytelling

The Day You Realize “This Is Why I Do What I Do!”


The Story

It’s 6:30 a.m. and I just boarded my flight to work with one of our partners who want to disrupt the health ecosystem. Actually, they want to more than disrupt it. Like me, they want throw it out and create something meaningful for the patient, caregiver, healthcare professionals, and every human. And then it hits me: This is why I do what I do.

IMG_0758I am now 30,000 feet in the air (see, here is my view), and have had the last 48 hours to reflect on my own healthcare journey and the journeys of the ones I love. Frankly, I am concerned, scared, and frustrated.

I’ve spent a great deal of my life traveling all over the country working with amazing people within this complex, convoluted system. I see and feel their frustration with the bureaucracy they’re forced to engage each day, when what they really want to do is just care for people.

Over the years, I’ve watched my mother navigate an extraordinary healthcare experience and ultimately die prematurely. I’ve watched my father live to be over 90 years old and see the care (or sometimes lack of care) he received in the system. Most recently, I’ve watched my brother battle through some health challenges. Along the journey, I’ve wondered: Why does it have to be this way? Why does it have to be so hard for the patients, caregivers, and families?

What I Have Learned And What You Can Learn

My learning this morning is simple. I do what I do, in partnership with amazing organizations and people, because it is my calling. I am called to change the lives of humans by changing their healthcare experiences. I’m called to be in the trenches with others who are moving the needle in this overly-complex system.

I love disruption. I love innovation. I love patient, member, consumer experience. But, more importantly, I love people. I want to see people live to their fullest potential as they fulfill their life’s calling.

My hope for you is that, in some way, you’re also motivated by the people whom youdomore serve. When life gets tough, I hope that you will focus on the faces of the people you love and the people whom you have affected through your presence and work in the world. I hope that focusing on these faces will give you the energy to continue make this world a better place.

Remember, it’s not always about the bottom line, or what is best for the business. Sometimes, it just has to be about the human experience.

What I Will Do And What You Can Do

As my flight lands and I hit the ground running this morning, I will commit to making one life better today. I will commit to breaking down the silos and bull sh** of this very complex system called healthcare.

What can you do today to affect your industry by focusing on a human? Let’s start changing the work by focusing on one person at a time. Let’s take responsibility for our world so that we don’t have to depend on a politician to make the change for us.

You will make it. I will make it. We will make it.

Remember, this is why we do what we do!


Consumer Experience, Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

There’s Room In The Sandbox For Everyone. Moving From Competitor To Co-Creator


THE STORY

Competitor: One selling or buying goods or services in the same market as another

Last week, I had the privilege of co-leading a workshop with the amazing Amy Bucher from Mad*Pow. (You mean the people that do the same work you do, Shawn? Yes, those people!) It was an AWESOME experience and I WorldCongress#2hope to do it again soon.

In the workshop, Amy and I taught a group of leaders and innovators in the Pharma industry how to use design thinking in their organizations and teams. Through this process, I had one of the greatest professional ah-hamoments that I’ve had in a long time: There’s room in the sandbox for everyone!

Let me be clear. I have never looked at Mad*Pow as a competitor. I have always loved their work and admired the impact they’ve made in our field. But, according to the definition above, we are technically competitors.

WHAT I LEARNED AND WHAT YOU CAN LEARN

The mentality of being competitors makes me mad. We work in a complex world and an even more complex industry (healthcare). We’re all looking to change the healthcare industry so that the patients and the caregivers—or how about we just say “the humans”—get the type of care they want and deserve.

In the workshop that Amy and I lead together, someone asked how the pharma industry could help move things forward. My response? Maybe everyone should sit around the same table and move things forward together. (This is happening in certain areas within the healthcare industry, but it’s not happening enough to make a significant impact.)

Here is my learning, which I hope speaks to you: There are several organizations, teams, and individuals trying to make a difference in the world. So, climb in the sandbox with someone you have never thought of playing or working with. Get in their sandbox. WorldCongress#4Learn what they are doing and apply it to what you are doing.

We need more people tackling the world’s complex problems. My team and I were working with another partner this week and I love this comment they made, “Even the journey from diagnosis to the unknown can be an extraordinary experience.” How can you work with your perceived competitors to create life-changing, extraordinary experiences that make a bigger impact in the world?

WHAT I CAN DO AND WHAT YOU CAN DO

Here is my challenge to you this week: Go find the one person, organization, or team that works in the same space as you and start the journey to co-create and collaborate with them. If we are truly going to transform healthcare, all of us need to be in the same sandbox together.

Our you willing to get in that sandbox? 


 

 

Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

Let The Journey Begin: Moving From Communication To Connection


The Story . . .

“It’s amazing what you can accomplish when you stop caring who gets credit for it.” This is one of many important quotes I heard from Annette Logan, CEO at the Cure 4 The Kids Foundation. Last week, some of our team had the honor of kicking-off a project with this organization. It is not often in IMG_0321one’s life when passion, purpose, and business all align, but it just happened to us.

In 2007, Cure 4 the Kids started at Annette’s kitchen table. The foundation started because she got fed up as a parent as she navigated care for her son after a significant accident. As a nurse, she knew that he was consistently getting substandard care and knew that there was a better way of doing things. When she launched the foundation, she committed to helping all kids, no matter of their socio-economic backgrounds. We were in the car with her when she blurted out one of the most profound statements I have heard in a long time: “The price of poverty shouldn’t be death for a child.”

This is exactly what I meant by the alignment of passion, purpose, and business. This organization is committed to transforming the pediatric patient experience. They’ve spent the past decade defying the odds as they’ve moved from the kitchen table into serving over 40,000 children. I will share more on Cure 4 The Kids as the journey continues. If you want to follow them on social media, here’s how to connect: Twitter, Facebook, and Instagram.

What We Learned And What You Can Learn . . .

Out of everything we learned in our two short days with Annette and her team (which was a lot), the quote that stuck with me is Annette’s take on communication issues that typically plague companies. She surmised that when people are frustrated by communication issues, they are really frustrated by a lack of connection.

Over and over, I hear executive coaches, trainers, and thought leaders share about it’s all about communication. I myself, have talked about this and have written and studied the art of communication between leaders and multi-generational workplaces. But, Annette fullsizeoutput_3c47reframed this issue for me.

How would it change the “health care” (two words) experience if we focused more on connection than communication? How can we take empathy to a whole new level by focusing on authentic connection with those around us?

What I Will Do And What You Can Do . . .

I challenge each of you to think about what it means to connect with people as you strive to communicate with them. Here is a little exercise to do on your own or with your team.

I Like, I Wish, And What If

Take five-minutes after you read this and ask yourself these three questions as you move from communication to connection. We would love to hear from you as you work on this in the future.

IMG_0317

 


Contact Us

Consumer Experience, Culture, Design Thinking, Diversity, Empathy, Human-Centered Design, Inclusion, Innovation, Leadership, Mindset, Patient Experience, Power of Yes, Strategy

The POWER OF YES! in Claiming What You Believe


The Story

2017 was an amazing year both professionally and personally. I celebrated 20 years with my Carlaamazing wife who, if it were not for, I would be completely crazy. (Thank you, Carla, for who you are to me and for everything you do for me.) As a parenting team, we saw lots of firsts for both of our children and got to enjoy some special times together. In September, I joined North Star Receivers and met a fantastic group of guys who have changed my life for the better. I also published a book called The Power of Yes! in Innovation! If you know me, you’ll know this is a true miracle within itself. (Thank you, Steve, for all of your hard work in pushing me to get this project over the finish line.) The Nason Group experienced tremendous growth and impact, including team members coming and going.

What I Learned And What You Can Learn

Throughout all of the events of 2017, I had a little voice in my head saying, “Shawn, what do you really believe?” That voice kept BELIEVE-IN-YOURSELF-ALWAYS--1challenging me to be a better person for my wife, kids, friends, and business partners. To respond to this nagging voice, I gathered the Nason Group team towards the end of the year and asked, “What exactly do we believe?” Something magical happened next. We hacked away at the question and, many iterations later, we have a set of We Believe statements that will help us move into the future together. We even brought in our partners to help us frame the statements so that the statements speak to the essence of who we are as the Nason Group. So, here they are:

We Believe . . .

  • The best thought solutions don’t always have to be complicated.
  • Using know me, surprise me, and make it easy will reconstruct the customer experience.
  • Disruption is healthy and necessary for growth and leads to new ideas that change the world (your world).
  • Ideas that are radical enough to change lives require a space for teams to create, develop, test, and implement.
  • Engaging consumers’ stories and voices are mission critical when exploring new ideas and the ONLY way to do business well.
  • Figuring out the right questions to ask takes time and energy.
  • With the POWER OF YES! anything is possible.

Working as a team to create these statements led me to a deeper understanding of the difference between doing and being. For too long, I’ve been caught up in the doing without spending enough time working on a foundation of being. Maybe you’ve been in the same boat?

What I Did And What You Can Do

In December, I spent a retreat weekend with my group from the North Star Receivers. Throughout the weekend, we examined at our lives and challenged each other to engage some hard questions, which led to even more clarity about my beliefs. My challenge for you this week is to do the same. Take some time to claim what you BELIEVE through these questions:

  • What conversations do I need to have?
  • What relationships do I need to address, let go of, or heal?
  • What activities do need to stop doing?
  • What activities do I need to start doing?
  • What am I going to do about “me” time?
  • What support do I need and what support am I open to receiving?
  • What is my mantra and brand that I want to live out?
  • What’s the impact I want to have in the world?

Enjoy!

NBC-Believe-logo

Consumer Experience, Culture, Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Patient Experience, Power of Yes, storytelling

#NoLimits at NGPX2017—The Power of Humanizing Care


The Story

Kate&ShawnImagine with me: you are a mother, a wife, and a nurse—and you have cancer. You’re on your way to yet another medical appointment, which is now a significant part of your schedule. You walk into the doctor’s office and, without looking up, the receptionist greets you by simply saying, “leukemia!” At that moment, you realize you aren’t a mother in their eyes, or a wife, or a nurse. You’re not even a human. YOU ARE NOW CANCER. This happened to a friend of mine, Kate Sims, 17 years ago. Though she is now cancer free, she gets a lump in her throat when she recounts this story. It was the moment she realized that it’s possible to feel non-human.

And then there’s my buddy, Jake French. He tells a powerful story about a strange jake french#2accident that left him as a quadriplegic in his early 20’s. In a brief moment, his dreams of working for the forestry department and spending long days exploring the outdoors were shattered. One of the first things he remembers after the accident was waking up in a hospital bed being told by the surgeon, “Jake, you will never walk again. You will never feel anything in your arms or hands, or be able to use them again.” Words that could possibly be true, but not the first words he needed to hear after his accident.

These are just two stories that affected me and my team at the Next Generation Patient Experience Conference in San Diego, CA. I had the honor of being one of the chairs of the conference this year and to be involved in several of the sessions. We met amazing people and heard powerful, transformative stories about the great things being done in hospital systems and medical practices around the world to improve the patient experience. One of the highlights for me, was giving the opening remarks for the conference, The Power of Yes! In Health Care (vs. The Power of No! In Healthcare).

What We Learned And What You Can Learn

  1. The Power of Community – As a team, we were reminded that working in this space (improving patient experience) is challenging and complicated. Though it’s a constant uphill battle, our passion was ignited for continuing to be thought leaders and disrupters. Most importantly, we were reminded that we need to humanize care more now than ever before, as evidenced in the two stories above.
  2. The “Hi Ya” Principle – Jake French taught us that, in health care, there are a few four-letter words that need to removed from everyone’s vocabulary: Can’t, Don’t, and Won’t. When you hear these words you need to use your loudest Screenshot 2017-11-30 06.50.39Hi Ya!” and kick them out, which is happening in the picture of Jake above.
  3. Keep It Simple – Our group led two roundtable sessions where we asked each participant to step into the patient’s role and share the things that mattered most to them. We gathered 100+ ideas that we will organize visually into a constant reminder of the patient’s voice in the disruption process. The truly amazing thing here is that none of the ideas were complicated or difficult. As a matter of fact, the best ideas were pretty darn simple, but these ideas have been held up by an overly-complicated health care system!

What We Will Do And What You Can Do

I have heard this said many times over the past few days: “We are all still humans.”  In the heat of the moment , however, when care is being provided, it’s too easy for the humanity to get lost.

Mark_NGPX

Here at the Nason Group, we have put a stake in the ground to make sure that we work to keep the humanity in patient care. After all, one of our core beliefs is:

Engaging consumers’ stories and voices are mission-critical when exploring new ideas and the ONLY way to do business well.

We will not waver from this! 

We will not compromise this!

We will be champions for humanizing care!

Today, we are launching a new web address (humanizingcare.health) as a reminder to us to always keep the humanity in health care.

Here is our ask of you: Take time to examine your care models, your processes, your values, and your core beliefs to make sure they are human-centered.

And then, live them out! Champion with us to make sure patient experience, member experience, and provider experience are the top priorities in your organization.

Mark_NGPX


ORDER TODAY

PowerofYES-Cover-Art-FINAL_Front-OL