About this episode

Jennifer Carron discusses innovative strategies for improving patient experience in healthcare.

In this episode, we talk with Jennifer Carron, Patient Experience Officer at BJC HealthCare about reveals how one of the Midwest's largest health systems is rethinking care from the ground up. Jennifer Carron didn't plan a career in healthcare — she fought her way into it as a mother sitting beside her critically ill son's hospital bed, watching what real relationship-centered care looked like for the first time. Today she leads patient experience across BJC Healthcare's 24-hospital, $11-billion system, and she joins Chris Malone to share the frameworks that are actually moving the needle. Episode Description This conversation covers the full spectrum of modern patient experience strategy. Jen explains why healthcare's biggest gap isn't clinical quality — it's communication, visibility, and friction reduction. She walks through BJC's Disney-inspired Emergency Department wait experience design, where EMR-automated text updates guide patients through every step of their visit without adding a single task to clinical staff. She makes a sharp distinction between real-time in-visit feedback and post-discharge surveys, describes an EMR-driven risk model that predicts poor patient…

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