Session Number W7  Session Level A

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Peggy Kurusz
Director, Patient Experience
Ascension Health
St. Louis, MO
pkurusz@ascensionhealth.org

Burl Stamp
President
Stamp & Chase, Inc.
St. Louis, MO
burl@stampandchase.com

Ascension Health, the country’s largest not-for-profit health delivery system, has focused intently during the past two years on better understanding the key drivers of the patient experience and how to influence them in a structured, sustainable way. Using the concept of “net promoter scores,” which was pioneered in other industries by leaders such as American Express, Enterprise Rent-a-Car, and eBay, Ascension has created a new model for thinking about patient satisfaction that recognizes the critical role patient loyalty and word-of-mouth marketing can play. Explore Ascension’s journey in dissecting the patient experience and how it influences market position and growth strategies of Ascension’s individual health ministries.

You will learn to:

• Understand how patient satisfaction must translate into patient loyalty to effectively build the brand, solidify market position, and contribute to growth strategies.
• Formulate strategies to partner with operations and human resources executives to improve critical aspects of the patient experience.
• Develop proactive initiatives to improve front-line staff’s emotional connection to patients/families and communication behaviors, which are highly correlated with overall satisfaction, brand loyalty, and the willingness to recommend.