Marcus chats with Rick Evans, MA., one of the foremost thought leaders in the realms of patient experience. Listen in to hear Rick share his early aspirations and why his work took a drastically different direction…or did it? The two discuss the importance of feeling heard as an essential component of caregiving and how we can help those who are suffering to feel held. The two discuss the future of patient experience in healthcare and how to be at the forefront of care delivery.
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More About Rick Evans:
Rick Evans is the Senior Vice President and Chief Experience Officer for NewYork-Presbyterian. In this role, he oversees NYP’s ongoing strategy to improve and enhance the patient and family experience across NYP’s continuum of care and its eleven facilities in and around New York City. Rick also leads enterprise-wide efforts to improve access and the customer experience across NYP’s extensive network of primary care and specialty practice sites. He is also responsible for an array of hospital teams including Patient Services, Pastoral Care, Volunteers, Medical Interpreting, Physician Referral, Contact Centers, Patient Placement teams and the NYP Transfer Center.
Over his 20 years in healthcare, Rick has had responsibility for patient experience and has a proven track record of year over year improvement in these metrics. Over his career he has also had responsibility for a wide range of hospital operations including overseeing nursing units, community health centers and programs, fund development functions, food service, housekeeping, laundry and others. Rick brings this knowledge of operations to his work in patient experience.
Rick holds a Masters Degree in Theology from Christ the King Seminary in East Aurora, NY and a Bachelor’s Degree in Philosophy from Wadhams Hall Seminary College in Ogdensburg, NY.
Date: 12/12/2022
Name of show: Compassion & Courage: Conversations in Healthcare
Episode title and number: Episode 80 - Rick Evans - Discovering What We Have In Common