The Future of Healthcare Experience: Human Understanding at the Core

In the ever-evolving landscape of healthcare, the focus on human experience is now more critical than ever. At NRC Health, the mission is clear: to champion Human Understanding in healthcare, ensuring that every interaction is meaningful and compassionate. Jennifer Baron, Chief Experience Officer, and Toya Gorley, Improvement Advisor, share their insights on how NRC Health is paving the way for a more empathetic and effective healthcare environment in 2025 and beyond. 

A holistic view of the human experience in healthcare 

For Baron, improving the human experience involves acknowledging the full spectrum of what it means to be human—encompassing body, mind, and spirit. In healthcare, there is often a tendency to focus solely on the physical, but true wellness stems from understanding the values, preferences, and beliefs that drive human behavior. Baron emphasizes, “Human experience starts with Human Understanding.” It is this understanding that allows healthcare providers to support optimal wellness holistically. 

Gorley echoes this sentiment, highlighting the importance of acknowledging the emotional context of healthcare. “Improving the human experience involves understanding what matters most to everyone you serve,” she explains. This deeper understanding enables the design of empathetic, reliable, and consistent experiences for patients, employees, and healthcare consumers alike. 

Bridging data and empathy 

Both leaders stress the importance of balancing data with emotion in experience work. Baron points out the natural tension between understanding the data and hearing the story behind it. By embracing both, experience leaders can teach others to navigate this balance effectively, fostering a healthcare environment that is both informed and empathetic. 

Gorley adds that experience leaders have the power to inspire transformation within healthcare. By reminding colleagues of the meaningful purpose behind every task and sharing positive news alongside opportunities for improvement, leaders can uplift and motivate. Collaboration and innovation are key, as they simplify experiences and ensure efforts are aligned across organizations. 

Innovative approaches at NRC Health 

NRC Health is at the forefront of integrating advanced technology with compassionate care. Baron is particularly excited about the introduction of Huey, the first healthcare-centric AI engine built specifically for experience management, which supports the mission of Human Understanding. This powerful suite of tools empowers client partners to enhance the human experience in healthcare and focus on what matters most. 

Gorley is equally enthusiastic about NRC Health’s development of AI, which facilitates a deeper understanding of the needs of patients, employees, and healthcare consumers. By integrating AI with tools that promote compassionate care, NRC Health is setting new standards in human experience, ensuring that both patients and care providers feel seen, heard, and respected. 

Looking ahead 

The work of improving the human experience in healthcare is ongoing, but with leaders like Baron and Gorley at the helm, the path is clear. By prioritizing Human Understanding and embracing innovation, NRC Health is making significant strides toward a healthcare system that truly cares for the whole person.

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