Season 2: Episode 8 - Kenny Hackney - Cincinnati Children's Hospital Experience

What makes a family drive two hours and cross state lines for care they could get closer to home? In this episode, Kenny shares the powerful story of navigating his son’s severe asthma and why Cincinnati Children’s earned his family’s trust. From the moment they walked through the door, the experience felt connected—scheduling, communication, physician notes, and follow-up all working together as one seamless journey.Kenny reflects on the stark difference between a fragmented healthcare experience in Indianapolis to one that feels coordinated, compassionate, and easy to trust at Cincinnati Children's Hospital. His story is a reminder that great healthcare is not just about clinical outcomes. It is about how human care and digital systems come together to reduce stress, remove confusion, and help families feel supported every step of the way.At The Insight Shop, we help healthcare organizations see the full customer journey, uncover where friction is breaking trust, and identify how digital and human interactions should work together to create better experiences. When you are ready to find the gaps and fix what matters most, call on The Insight Shop.