In this episode, I have the pleasure of hosting Joyce Nazario, a pioneer in Patient Experience (PX) in Asia, particularly in the Philippines. Joyce is the first person in Asia to earn the prestigious Certified Patient Experience Professional (CPXP) accreditation, and she is currently Patient Experience Excellence Head at Metro Pacific Hospital Holdings, the largest private hospital network in the Philippines.Joyce's unique perspective is a result of her deep understanding of the cultural context within which healthcare operates. Her expertise extends beyond theory, as she is a sought-after speaker with insight into the intersection of cultural nuances of patient experience, emphasizing the crucial role of family in healthcare decision-making in Asia.She champions the concept of "culturally competent care," emphasizing the significance of local preferences, traditions, and needs in achieving better patient outcomes across diverse environments.With a mission to enhance healthcare quality in the Philippines through improved patient experience, Joyce shares her personal journey as well as her expertise in this engaging episode.Timestamps(00:53) Introducing Joyce Nazario, CPXP(02:08) Defining and explaining patient experience(03:01) Cultural and family context in Asia(05:40) Patient vs customer service(06:34) Partnering with family(08:33) Factors in culturally competent care(11:58) The benefits of diversity in staff(17:07) Patient experience as go-between(19:43) Top skills: communication, empathy, critical thinking(22:04) Qualifications and Training(23:17) Rewards and Recognition(24:05) Being the voice of the patient, service recovery(25:04) Patient perceptions post-covid and burnout(26:09) Nursing in the Philippines(30:57) AI in healthcare(36:43) Joyce’s Journey(41:42) Dealing with heavy emotions(45:33) Switching off(47:53) Advice to young nurses or patient experience professionals(50:22) Future of patient experience, at-home healthcare(52:27) C-Suite buy-in(53:51) LegacyYou can connect with Joyce here:https://www.linkedin.com/in/joycenazariocpxpAnd to learn more about Erika:LinkedInhttps://www.linkedin.com/in/erika-behlInstagram@every_moment_is_a_choice_

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