Faces of Cedars-Sinai: Alan Dubovsky, Chief Patient Experience Officer
Jun 24, 2020 Katie Rosenblum
Meet Alan Dubovsky, Cedars-Sinai's first chief patient experience officer! He joined us in 2016 with one main goal: to help create the best possible experience for patients at any Cedars-Sinai facility.
We sat down with the South Africa native to learn more about his role and how he found his way to it.
What is the role of the patient experience team?
Alan Dubovsky: I view our job as being the voice that represents patients and their families in all the work we do here, whether that's clinical work, operations or even larger strategies for the organization. That takes on a lot of different looks, but at the end of the day the office of patient experience functions to measure and monitor all patient feedback and act on it.
We review hundreds of thousands of surveys and other patient and family feedback each year. We take that data and turn it into meaningful insight for our team and for leadership to know what we need to improve on as an organization. Once we have that, we help shape projects and initiatives to implement and create change.
Why is this important to Cedars-Sinai?
AD: We understand that we have a unique patient population, and we're often dealing with really complex and seriously ill patients. It takes a lot of effort to keep up with that, and we wanted to do more to listen to our patients.
Today, consumers are so much more informed and vocal, and we want to be better about listening to that feedback.
How did you start working in patient experience?
AD: I always wanted to work in healthcare. My first real job in this area was as a patient advocate about 20 years ago, which involved listening to patients' complaints and concerns on a one-on-one basis.
Even back then, I realized I could do more if I got into management. I wanted to help organizations see the bigger picture of what needs to be worked on.
What do you like to do when you're not working?
AD: I love to travel, and I'm very fortunate to have visited some very cool places. India and Israel are probably the two most interesting places I've been.
I've got twin 7-year-olds, so that keeps my husband and I pretty busy. I still view us as new to L.A.—we've been here four years, so I'm still exploring and appreciating this new community of ours.
What's your next big dream trip?
AD: I have a few. I've never been to Australia, and I would love to see more of Asia. I also would like to go to Egypt—that's one at the top of my list.
What's your advice to someone moving to L.A. for the first time?
AD: I came here with a little trepidation because L.A. gets a bad rap for being such a harsh place to adjust to, but I've found it to be a really friendly and welcoming city. The advice I'd give would be to find your vibe.
The city has so many different atmospheres, so find one that you like. And never stop exploring. Keep a list of places you want to go and do it.