Jessica Erley: Understanding Patient Experience Beyond the Clinical Encounter
Jessica Erley, Vice President at Escalent, shared a post on LinkedIn:
“We can now capture more clinical conversations than ever before. Transcripts, recordings, AI-generated summaries. The data volume is staggering.
But volume isn’t the same as understanding.
In this piece with Barrett Ladd, we dig into why even the most advanced capture tools miss the thing that actually drives behavior: recall, emotion, and intent. What a patient remembers from a visit, and how they felt about it, often matters more than what was literally said.
One example: in hemophilia research, patients describe fundamentally different relationships with their hematologist vs. their nurse practitioner vs. their care coordinator. Same care team, same journey, but trust and influence look completely different depending on the role.
That’s the kind of nuance you get from ongoing, community-based work, not a transcript.”
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