Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA.

Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams navigate high-stakes moments with clarity, empathy, and courage.

Lara heard our episode from March where Melanie Disse explored why companies ask for feedback, but don't use it. She suggested that this subject could be explored futther with a focus on healtcare and the Patient Experience - so Mark Hillary called Lara to explore feedback, PX, and designing better healthcare experiences.

Lara has already recently published a new book titled 'Simple Doesn't Mean Easy' - entirely focused on improving patient experience.

https://www.linkedin.com/in/lara-klick/

https://klickadvisors.com/

https://www.amazon.com/Simple-Doesnt-Mean-Easy-Improvement/dp/B0GY47KDF2

https://cxfiles.libsyn.com/cxfiles/melanie-disse-melanie-disse-consulting-acting-on-customer-feedback

Summary:

Lara Klick, founder of Klick Advisors, discusses the importance of acting on customer feedback, particularly in healthcare. She highlights that healthcare organizations often collect vast amounts of data but struggle to utilize it effectively. Klick emphasizes the need for specialized leaders, a supportive culture, and personalized data delivery. She shares an example where gamification increased nurse compliance from 25% to 75% in three weeks. Klick also stresses the significance of treating complaints as opportunities and co-designing improvements with patients. Her book, "Simple Doesn't Mean Easy," offers insights from her 30 years of experience in healthcare feedback.