Author: Laura Cooley

As Editor-in-Chief of the Journal of Patient Experience, Cooley advocates for improved health and experience outcomes through evidence-based research and practice. As a mission-driven professional, she aims to drive value through strategic thought leadership, program development, and academic scholarship to improve patient experience outcomes. She holds a PhD in Health Communication and provides consultative support and speaks at high-profile conferences as a recognized subject matter expert. She most recently led The Academy of Communication in Healthcare, where she consistently partnered with C-Suite leaders to support the development and implementation of their Patient Experience strategies. Cooley is Co-Editor for “Communication Rx: Transforming Healthcare through Communication and Relationships”, a popular book in the McGraw-Hill Professional Series. In her role as Editor-in-Chief at The Journal of Patient Experience (an open-access peer-reviewed academic publication) she leads a team dedicated to creating influential content focused on patient experience research and education.

Orchestrating Human Connection and Patient Experience: Reclaiming Humanity in Health and Care

In an era dominated by technological innovation and mounting system pressures, it’s easy to overlook the most powerful force in healthcare: human connection and patient experience. Amid ongoing challenges like workforce burnout, health inequities, and fragmented care delivery, there is a growing realization that sustainable transformation begins not with more efficiency tools, but with a renewed focus on kindness, empathy, and trust.

AI + Empathy: Re-imagining Patient Experience in the Age of Artificial Intelligence

From predictive analytics and clinical decision support to chat-bots and personalized digital journeys, AI offers incredible promise. But for healthcare professionals and executive leaders seeking to improve care, the real challenge lies in ensuring that innovation doesn’t hinder human connection.