Dr. David Cole: why a robust patient and family-centered care program is critical to MUSC’s success

The patient experience conversation is transcending historical levels in health systems and making and is a top priority for chief executives like the president of the Medical University of South Carolina. David J. Cole, MD, and other leaders from MUSC share how patients are their guiding light in multiple programs and how that focus improves outcomes.


Episode 4, session 2 - The patient experience conversation at Medical University of South Carolina

At the Medical University of South Carolina, delivering outstanding patient experiences is a key focus of President David J. Cole, MD and the entire MUSC team.  In episode 4 of the HDM KLASroom: Traversing the Patient Experience Ecosystem, Dr. Cole is joined by his team members Caroline DeLongchamps, the manager for patient-and family-centered care; David Zaas, MD, the CEO of the MUSC Charleston Health Division; and Mark Scheurer, MD, the integrated centers of clinical excellence chief for Children’s and Women’s Health to discuss the benefits of a successful patient and family-centered care program.  

Watch this video to learn: 

  • Perspectives from a major health system president on why being focused on patient and family-centered is critical for their organization and what foundations have been set to keep their team focused on the patient 
  • How patient feedback obtained through their patient and family-centered care program helped design a new children’s hospital at MUSC 
  • How to develop and manage a successful patient and family-centered council program in your own organization 
  • What are the catalysts causing organizations to think differently about their own patient engagement processes and technologies?

This series is made possible by the generous support from:

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About Episode 4 

This video was featured in Episode 4 of the HDM KLASroom: Traversing the Patient Experience Ecosystem. Episode 4, entitled, “Pioneers in Consumer Engagement,” included discussions with leaders from the Camden Coalition, Medical University of South Carolina, KLAS, Cedars-Sinai, Feedtrail, findhelp, Novant Health, Trinity Health and the University of Richmond. Sessions from this episode include:  

  • Why consumer experience is top of mind for healthcare professionals today – New KLAS research shows how patients as savvy consumers have changed their expectations for care delivery and why health systems are hiring consumer experience experts from outside of healthcare to improve patient experience.  
  • Leveraging consumer engagement best practices from outside of healthcare – patient experience experts from Cedars-Sinai, Novant Health, Feedtrail and the University of Richmond share how patient experience data can be leveraged to understand gaps in care, how experiences differ by segment and patient population and how they are beginning to tailor engagement to the individual patient.  
  • Using data to understand the full scope of patient needs – representatives from Trinity Health, Camden Coalition and findhelp are increasing community engagement, empowering providers to utilize social determinants of health data, and connecting patients to resources to improve outcomes. 
  • Why a robust patient and family-centered care program is critical to MUSC’s success – the patient experience conversation is transcending historical levels in health systems and making it a top priority for chief executives like the president of the Medical University of South Carolina. David J. Cole, MD, and other leaders from MUSC share how patients are their guiding light in multiple programs and how that focus improves outcomes. 

View all content from the KLASroom Series - Traversing the Patient Experience Ecosystem.