Tag: medicine

OM Podcast #51: AI in Healthcare and the Future of Patient Care

Happy summer to everyone!  In our latest podcast, Professors Barry Render and Misty Blessley interview Dr. Satinder Singh, Medical Director at Lehigh Valley Health Network, Jefferson Health.

Dr. Singh shares insights from his journey into medicine and leadership, and discusses how artificial intelligence is transforming clinical practice. From improving physician efficiency to strengthening the doctor–patient relationship, this episode explores how AI is already being used in healthcare—and where it’s headed next.

A key focus of the conversation is how tools like ambient AI can reduce administrative burden, allowing physicians to spend more time at the bedside. The discussion also highlights important considerations such as accuracy, oversight, and the responsible use of AI in medical decision-making.

Dr. Satinder Singh
Prof. Misty Blessley
Prof. Barry Render

 

 

 

 

Finally, Dr. Singh shares his perspective as an educator, emphasizing the importance of building strong clinical fundamentals before using AI as a tool to enhance performance.

 

LINK TO PODCAST TRANSCRIPT

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OM in the News: Disney Service Quality Spreads to Medicine

Disney has been long respected for excellent customer service and for treating its “guests” with the personal touch that improves the theme park visit. Disney’s “on-stage” and “off-stage” approach to separating public and private areas is well-known, with “cast members” (employees) always maintaining a magic image to the public. The Orlando Sentinel (July 16, 2011) now reports that Disney has designed a program for health-care professionals to assure that patients are as satisfied with a trip to the hospital or doctor’s office as they are with a trip to the theme park.

For $3,500 each, health-care workers spend  3 1/2 days at Disney, learning to pay closer attention to the patient experience. “Oftentimes in health care, the patient in the bed is almost secondary”, says a consultant. “Everyone comes in looking at their task instead of the patient”.

When Disney worked with Florida Hospital to open a new children’s pavilion a few months ago, the plan includes simplified name tags, new uniforms, a ban on cell phones, greeting patients with a smile, and kneeling down to talk to children at eye level. (Our Table 6.5 in the Managing Quality chapter relates to these “determinants of service quality”).

“By exceeding expectations, doctors can attract new clients through referrals from satisfied patients”, says Dr. Chris Smith, a S. Carolina family doctor who attended the Disney program. At Smith’s office, the receptionist is now a “greeter”. And he has established off-stage private break rooms for staff to relax, vent, or do things a patient should not see. Just like other industries, doctors are learning that every service activity matters.

Discussion questions:

1. Ask students to describe a positive and a negative medical service experience.

2.  What other quality tools can medical professionals employ from non-medical fields?