Building Trust in Healthcare PART 1 with Rebecca Dillard
In this first episode of our two‑part series on patient experience, Rebecca Dillard shares how they moved from passive survey measurement to active culture shaping—from hiring external consultants to embedding empathy, trust, and data‑driven feedback into everyday care. Discover how patient experience became ingrained, how internal surveys and CAHPS data informed decisions, and why the humble NPS score matters more than you think. With an example of personal impact and institutional change, this is patient experience thoughtfully applied.
Your Health University Podcast · Rebecca Dillard, Jamie Preston
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Show Notes
Show Notes
1. Episode Highlights
- Rebecca Dillard outlines her team’s multi‑year journey: from CAHPS survey awakening to embedding empathy and shared goals in daily care.
- Learn how internal surveying via text messaging and NPS tracking became foundational to decision‑making.
- Jamie shares a personal story: how patient experience education helped guide his family to better care and empowered their choices.
2. Major Takeaways
- Transforming patient experience isn’t a flash in the pan—it’s a cultural rhythm sustained by leadership, data, and values.
- Trust is the cornerstone: prompt lab calls, respectful staff, and short referral wait times all contribute to patient trust and engagement.
- Data isn’t just numbers—it triggers conversation, awareness, and coordinated improvements among providers, referral coordinators, and leadership.
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