9 Healthcare Leaders Share Insights From Personal Healthcare Experiences

Amid COVID-19 restrictions and safety measures, healthcare leaders have become even more knowledgeable about what patients encounter at the hospital, based on firsthand experiences as patients themselves and through the experiences of their family members.

Becker's Hospital Review asked healthcare leaders to answer: "What is the most valuable insight you've gained about the patient experience during the pandemic?" Leaders framed their answers in terms of personal anecdotes.

Jane Albert. Senior Vice President of Marketing, Communications and External Relations and Chief Consumer Officer at Baystate Health (Springfield, Mass.): This past year, as we faced the wrath of all that COVID-19 brought to our health system and communities, I was acutely aware of the toll that it has taken on our front-line team members. What I was not aware of was the depth and breadth of compassionate care that endured despite the continual and ever-changing challenges faced by care teams. I witnessed incredible ways direct care providers and those who support patient care stepped forth to make a difference in the lives of two elderly patients.