In our most vulnerable times, we trust that the healthcare system will be there to address our care needs. Lindsey Condron, Chief of Operations is drawn to making such a difference in the lives of patients by improving the areas of patient care within healthcare organizations. She practices this objective at London’s newest private hospital, Cleveland Clinic London, at the heart of which runs the philosophy ‘Patients First.’
In an interview with Insights Care, Lindsey walks us through her journey and her role in enabling customized care—in a way that eliminates obstacles, reduces patient anxiety, and meets patients’ care expectations effortlessly.
Following are the excerpts from the Interview:
Kindly tell us the source of inspiration. What led you to venture into healthcare?
We tend to interact with the healthcare system on occasions when we feel vulnerable or anxious about the situation we are faced with, whether that’s personally or with a loved one. During some of my interactions with healthcare organizations, I often observed that there were areas that could be improved, and thought I could best use my skills to be part of that change.
I have always been drawn to healthcare organizations that could make that difference and provide personalized care to each patient. That’s one of the reasons I was attracted to Cleveland Clinic London, which is always pushing the boundaries of patient-centered care through research, education, and innovation.
Brief us about yourself and shed some light on your journey towards becoming a part of Cleveland Clinic London.
I am a passionate healthcare leader, having started my career 19 years ago at Hammersmith Hospital, London. Over the years, I have held many positions in both the NHS and private sector and have been lucky along the way to have had mentors and managers who have inspired and supported me. Most recently, I held the position of CEO of King Edward VII’s Hospital, in the Harley Street Medical Area, and was proud to be the first female to hold the CEO post.
What roles and activities do you cover at Cleveland Clinic London daily? How do they contribute to delivering the type of care that patients need?
As the Chief of Operations at Cleveland Clinic London, I have a diverse portfolio, leading operations across the organization. I take great pride in ensuring our team has the ability to focus on reaching as many patients as possible while delivering outstanding, safe, quality care that’s personalized to every patient.
What in your opinion, does the healthcare system in your area need to focus on, to improve care for patients?
Cleveland Clinic is world renowned for its approach to transparency and publishing patient outcomes, and we do this to improve the quality of care we provide. In our experience, it drives the best clinical outcomes and the highest levels of patient experience.
Through investment in technology in Cleveland Clinic London, we have introduced a fully integrated Electronic Patient Record. We strive to measure and enhance the patient experience and provide more interactive, joined-up care. Ultimately, we want to make it more convenient for patients to be able to inform and control their own care decisions.
Technology is important, but we must never lose sight of the ability to enhance the delivery of empathy in our interactions. The core of healthcare is the expression of empathy from one person to another, and this ‘patient first’ ethos is central to our model of care at Cleveland Clinic.
What role does compassion play when interacting with and encouraging patients to live healthier lives?
Compassion is essential. We want our patients to see how they are being prioritized with safe, high-quality care that is tailored to their satisfaction and experience.
Cleveland Clinic London offers a ‘team of teams’ approach, with a multi-disciplinary team working collaboratively to ensure the best treatment and outcome for the patient. This enables a seamless treatment journey that always puts the patient’s well-being at the heart of decision-making.
Our patients find comprehensive, compassionate care with consultants who have the specialized skills and knowledge to provide the best possible care, no matter what the patient’s needs. That care is then tailored to the patient, providing them with a personalized, empathetic experience that puts their needs and values first. In turn, that reduces the anxiety and obstacles-so often associated with the patient experience, which will improve the healing process for that patient.
What endeavors are you currently pursuing to improve treatment and care measures at Cleveland Clinic London?
Ensuring quality and safety will always be our key focus, and this is embedded throughout the organization as we deliver high-acuity care to our patients every day. Our multidisciplinary approach brings different clinical perspectives to care, so benefit from the expertise of many specialists. Our best practices include tools, techniques and methods that are measurable, replicable, and evidence-based, all designed to enhance experience.
What are some of the challenges you face when conducting operations and how do you turn them into opportunities for growth?
The greatest opportunities do not come without hurdles. While we have an opportunity to scale high-quality healthcare across larger populations, healthcare workers across the world are experiencing increased burnout. Right now, the biggest challenge in healthcare is the staffing and workforce shortage.
Another challenge is making quality healthcare sustainable with the ability to reach more people through major digital and process transformations. In London, our team is also working on the need to ensure that organizational activities are directed towards our fundamental goal of reducing the health system’s environmental footprint.
What advice would you like to give to budding entrepreneurs and enthusiasts who desire to venture into the healthcare sector?
The ultimate reason we work in healthcare is to care for people, and for this reason, our outcomes should reflect their goals and experiences so we can better serve them.
Healthcare leaders must concentrate equally on their staff as they do their patients. Your team will do extraordinary things for your patients if you empower and trust them by delivering meaning and purpose to their work, opportunities to learn and grow and recognition.
How do you envision scaling your services and operations in 2023 and beyond?
As part of one of the world’s most respected academic medical centers, we offer access to a global network of physicians and specialists, as well as a world-class patient experience built around the best practices and core values of Cleveland Clinic.
Through 2023, growth is a key strategic priority for Cleveland Clinic London, so there is a focus on scaling our services. We are also opening an additional outpatient center in the City of London this year to complement our presence in the Harley Street Medical Area and our main, 184-bed, hospital in Belgravia.
London is a thriving center for healthcare, medical tourism, technological innovation and clinical R&D, so I’m excited about what the future holds.
