Reimagining Patient and Employee Experience at Your Health

Your Health is committed to innovating its care model and rapidly adopting new technologies to serve its patients better, and has historically done so. In 2024, Your Health applied that same philosophy to rethinking how we approach Patient and Employee Experience.

To achieve this evolution, we partnered with Laura Cooley, PhD, an expert in Communication Science and Editor-in-Chief of the Journal of Patient Experience. At the center of her work is a single, driving mission: transforming experiences of health and care through relationship-centered science.

Dr. Cooley worked closely with Your Health’s internal teams to reimagine and rebuild these programs, anchoring them in her Authentic Interaction™ framework and the principles from Communication Rx. Central to this transformation is a fundamental shift in perspective—from viewing communication as a soft skill to recognizing it as a core clinical competency.

To evaluate the quality of the patient experience at Your Health, Dr. Cooley supported our leadership team in selecting and implementing a formal platform to collect patient feedback as part of our continuous improvement efforts.

To reinforce the new philosophy, she developed our internal offering and a team of skilled facilitators for the Your Experience Matters workshop. She co-developed the Colleague Connection virtual series, bringing leading voices in healthcare, leadership, and experience design directly into our organization. Featured speakers have included nationally recognized experts such as Dr. Calvin Chou, Chris Malone, and Dr. John Dozier, each offering unique perspectives on communication, culture, and human-centered care.

Your Health looks forward to continuing its partnership with Dr. Cooley as we further integrate these principles into our care model and ensure that, as healthcare evolves, the human connection stays at its core.