Primtos

For years, the Charlotte-based Isabella Santos Foundation has been raising money to fight pediatric cancer. But in a big change, the foundation is now widening the circle of hospitals that receives its grants. Why? To increase the odds of finding breakthrough treatments. “For right now, I want to give where the greatest need is,” Erin Santos-Primis, the foundation’s executive director, told me. By funding top researchers across multiple institutions, the foundation — which is named for her daughter who died of a rare cancer in 2012 at age 7 — hopes to support game-changing discoveries in the fight against rare childhood cancers. The foundation last month announced $1.1M in grants to eight hospitals nationwide, including Novant Health, Duke UNC Chapel Hill, and Mission Hospital in Asheville. For the last decade, it had channeled its efforts toward Atrium Health's Levine Children's Hospital. This is all part of a larger transformation: Last year, The Charlotte Ledger reported on how the foundation was revamping its staff and strategy to expand its reach and impact. And yes, the local events continue—their annual Speakeasy Soiree gala is Feb. 28.

Why is the healthcare experience still so bad in America? In my latest Building Great Experiences podcast, I sat down with Blair Primis, Co-Managing Partner at Primtos, to talk about how healthcare organizations can make patient experiences as seamless and satisfying as those in other industries—and why it’s long overdue. Here are some key takeaways from our conversation: 1. Healthcare has a customer experience problem: Blair pointed out that while healthcare accounts for nearly 20% of the U.S. GDP, patient satisfaction is alarmingly low. Unlike other industries, healthcare often tolerates poor experiences—long waits, frustrating processes, and low transparency. The bar is set so low that a “good” experience feels like a rare anomaly. 2. Incremental improvements make a big difference: Fixing healthcare isn’t about sweeping changes overnight. Blair emphasized the value of tackling smaller, achievable wins—like simplifying appointment scheduling, reducing wait times, and improving communication. These steps might seem small, but they’re game-changing for patients. 3. The link between staff experience and patient experience: Happy, empowered staff deliver better care. Blair shared how equipping healthcare teams with better tools, schedules, and support not only reduces burnout but also improves the patient journey. It’s a simple yet often overlooked connection. 4. Healthcare must become more consumer-centric: Patients increasingly expect convenience, personalization, and digital options—just like they get from their favorite apps or stores. We also discussed practical ideas, like using tools to enhance staff efficiency, adding thoughtful touches to waiting areas, and even rethinking how music and ambient noise shape a patient’s perception of care. Healthcare doesn’t have to lag behind—it’s time for organizations to prioritize experiences that meet today’s consumer expectations. Listen to the full episode: YouTube - https://lnkd.in/eaSgw7Vz Spotify - https://lnkd.in/epEDMXa6