Why Health Systems Keep Getting Patient Experience Wrong | Amanda Brummitt, FACHE

The Clinical Realist · Jun 17, 2026 · 26m · transcript

Patient experience gets treated as a soft metric. Amanda Brummitt, FACHE, has spent 25+ years in health system operations proving it is a margin lever, a retention lever, and the first thing most AI rollouts ignore.\n\nIn this episode of The Clinical Realist, Dr. Sarah Matt sits down with Amanda Brummitt, Principal of Brummitt Group, to unpack why patient experience is strategy, not sentiment, and what health system leaders get wrong when they bolt AI onto a broken experience.\n\nGuest: Amanda Brummitt, FACHE, Principal, Brummitt Group\nHost: Dr. Sarah Matt, MD, MBA, surgery-trained…