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The Patient Experience Podcast

The Patient Experience Podcast was conceived by PRC Chief Client Officer John Cook in 2016 to help healthcare executives understand the importance of a patient’s overall experience in the patient and family setting. The market is competitive, and the providers must make a patient’s interaction a positive one. This podcast will present situations as well as solutions.

In each episode, John will share knowledge and experience through discussions and interviews. His career in healthcare has spanned close to 40 years. John is a graduate of The Walker College of Business at Appalachian State University with a BSBA in Healthcare Management and Marketing.

Find episodes here on the website and on podcast platforms. Contact John at jcook[at]

Ep. 7 – Helping People Understand Their Payment Expectations Sunday, July 15th, 2018

Part of the challenge of improving patient experience is making sure patients are not confused by bills. We spoke to Neil Wlodya, AVP of Patient Experience at Atrium Health, about how to help people understand their insurance coverage and what to expect when paying for healthcare.

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Ep. 6 – How to Provide Exceptional Patient Experience Thursday, June 14th, 2018

Providing an outstanding patient experience each and every time is not easy, but studies show doing so has an impact on a hospital’s’ bottom line. Al Williams, a member of the Admission team at UNC Rex Hospital, recently impressed me with his care to family members during a hospitalization.

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Ep. 3 – The Importance of Pre-Encounter Wednesday, March 14th, 2018

Realizing the importance of the pre-encounter piece of hospitalization, Cone Health opened a pre-service center to improve the overall patient experience and reducing denials by getting the right information up front.

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Ep. 2 – Providing Five-Star Compassion Monday, February 19th, 2018

Nursing is one of the most challenging jobs in the medical field because nurses are the ones on the front lines with the patient experience. We chat with Claire Cline about the challenges nurses face today to provide five-star compassion.

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Ep. 1 – At the First Encounter Wednesday, January 17th, 2018

Host John Cook talks about the highly competitive nature of the health business today and how the patient experience can affect an organization’s bottom line.

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