To be a leader in today's economy, you need to excel at customer experience. Healthcare isn't travel or retail, but the consumer is the same person, whether they are searching for a hotel room or picking a hospital or medication. Patients are unlike other kinds of customers since they have to make complex, time-sensitive health-related decisions. The competitive landscape is changing rapidly and the end-to-end experience matters more than ever. The traditional commercial approach based on mass-media advertising, aggressive sales forces, ready access to physicians and relatively uninformed patients has fallen short.
To date, few health systems, pharmaceutical companies and device manufacturers have successfully achieved exemplary patient/customer experience initiatives. To connect with patients when they are looking for answers is an increasingly important source of competitive advantage. In order to achieve this, healthcare and life sciences companies need to design a new approach based on an understanding of the patients' experiences and how they make decisions, especially in today's tech-driven world where patients engage with other patients and providers through various channels. Every action point in the patient journey is potentially a vital point of interaction. By understanding the patient experience, industry professionals can provide better care and products - and improve business results.
Join us at our inaugural
Patient Experience 2017 for interactive discussions that will help you better understand the patient journey and produce improved loyalty, sales and profits, and take advantage of extensive networking opportunities for professionals in patient and customer experience.
Top Five Reasons to Attend
- Grasp the fundamentals of patient experience and understand careflow and the patients' decision-making process
- Network with thought leaders and trendsetters in patient and customer experience and get tips on how to become a better customer/patient communicator and marketer
- Review successful case studies and hear best practices for patient/customer experience from an expert speaking faculty, including representatives from leading healthcare systems and pharmaceutical companies as well as out-of-industry experts
- Discover new information and technologies/applications to innovate your patient experience
- Explore guidelines to boost your Hospital Consumer Assessment of Healthcare Providers Systems Survey (HCAHPS) results and analyze how patient experience can improve your business efficiency
Speakers
- Brent Bowman, Vice President, Strategy, Patient Experience, KAISER PERMANENTE
- Keith Boyle, Director of Patient Experience, HENRY MAYO NEWHALL HOSPITAL
- Tiffany Burnett, Director of Patient Experience, MOUNTAINSTAR HEALTH
- Claudine Cangiano, Senior Director, Corporate Patient and Customer Experience, NORTHWELL HEALTH
- Luther T. Clark, M.D., FACC, FACP, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK
- Kristin Demafeliz, Associate Director, MICHAEL J. FOX FOUNDATION
- Tom Haskell, Global Head of Data Analytics, KANTAR HEALTH
- Jennifer Horonjeff, Officer, Patient-Centered Outcomes Research, HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN, Consumer Representative, FDA
- Randy Hutchison, Director, Patient Experience, GEISINGER HEALTH SYSTEMS
- Thomas Jacobsen, Director, Global Scientific Communications, TEVA
- Maria Karalis, Senior Project Manager, Immunology Patient Care & Innovation, Global Marketing and Commercial Operations, ABBVIE
- Joan Kelly, Chief Patient Experience Officer, NYU LANGONE HEALTH SYSTEM
- Susan Osborne, System Director Patient and Associate Experience, CHRISTUS HEALTH
- Liz Presson, Digital Media and Community Strategy Lead, OTICON MEDICAL
- Karen Rivera-Gorski, Senior Organizational Development Consultant, Patient Experience, PENN MEDICINE (UNIVERSITY OF PENNSYLVANIA HEALTH SYSTEM)
- J. D. Saliman, M.D., Orthopaedic Surgeon, CEDARS-SINAI HEALTH SYSTEM
Please fill in your name and email to receive the conference agenda of this event.
Conference Day One - Monday, June 5, 2017
- Including: Morning & Afternoon Networking Break, Luncheon
Conference Day Two - Tuesday, June 6, 2017
- Including: Morning & Afternoon Networking Break, Luncheon
The agenda is available as PDF under downloads at the right side of the page.
Venue
The venue is not yet available for this event.
Follow this event to be informed when the venue is available and stay informed on other changes.
Who Should Attend
This conference is designed for professionals from health systems, pharmaceutical companies and device manufacturers with responsibilities in the following areas:
- Patient Experience (PX)
- Customer/Patient Care
- Patient Engagement
- Customer Experience (CX)
- User Experience (UX)
- Marketing/Marketing Communications
- Consumer/Customer Insights
- Clinical Education/Staff Development
- Public Relations (PR)
- Human Resources (HR)
- Community Relations
- Patient Navigation
- Patient Experience Design
- Patient Advocacy
- Patient Liaison
- Patient Safety
- Patient Services
- Nursing
- Product/Program Management
- Customer Strategy
- Customer Centricity
- Market Access
- Customer Excellence
- Digital Marketing
- CHRO
- Patient Retention
- Marketing Analytics
- User Design
- Operational Excellence/Service Excellence
- Omnichannel
In addition, this conference is of interest to:
- HC Clinical Transformation Companies
- Internal Relations Teams
- Legal/Privacy Teams
- Engagement/Analytics Service Providers
- Patient Advisory Services
- Law Firms
- Consultants and Strategic Advisors
- Translation Services
Venue
Hyatt Regency Jersey City on the Hudson2 Exchange Place
Jersey City, New Jersey 07302
To make reservations please call 201-469-1234 and request the negotiated rate for ExL Events’ Patient Experience Summit. To make reservations online
Click HereThe group rate is available until May 15, 2017. Please book your room early as rooms available at this rate are limited.
