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Douglas Flora: How to build place that creates truly remarkable patient experiences

Photo taken from Douglas Flora/cincinnati.com

Sep 4, 2024, 17:36

Douglas Flora: How to build place that creates truly remarkable patient experiences

Douglas Flora, Executive Medical Director, Oncology Services,

“Many of you know how much I love to read. I try to set aside at least 30 minutes each day to dive into something that can make me better at what I do. This morning, I revisited “If Disney Ran Your Hospital” by Fred Lee. It’s a quick read but packed with insights on how to build place that creates truly remarkable patient experiences.

One quote that really hits home: “Disney cast members are always right when satisfying a guest.” I feel exactly the same way about our frontline cancer fighters. Our goal should always be to build an experience that delights patients with compassion, kindness, and, calling back to my earlier post, “unreasonable hospitality.” Nobody is better able to do that than our front line team members, and I’ve never seen a team work harder to deliver on that than our team at St. Elizabeth.

The little things matter. Whether it’s listening intently, personalizing care, or turning routine interactions into moments of genuine connection—that’s where the magic happens.”

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Douglas Flora is the Executive Medical Director of Oncology Services at St. Elizabeth Healthcare, overseeing clinical operations, strategic planning, and the expansion of cancer programs. He is also the co-founder of the Center for Precision Medicine; Genomic Health.

As the Editor-in-Chief of ‘AI in Precision Oncology,’ the first peer-reviewed academic journal dedicated to this field, he plays a pivotal role in advancing research. He is also an active board member of the American Cancer Society and ACCC, where he contributes to advocacy, education, and innovation within the cancer community.