Resource Library

33 Results Found

2018
  “Radical convenience” has transformed the way Henry Ford Health System delivers care to their patients. Learn how you can use new, non-traditional health care delivery technologies, such as telemedicine, online scheduling, convenience clinics and social media applications to deliver higher quality, more efficient patient care. Speakers
2018
What needs to happen to replace health care consumer confusion and complexity with customer confidence and contentment? Learn more about the health care customer experience during this session.
2018
What happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice? Florida Orthopaedic Institute implemented a strategy for creating a 5-star customer experience — and attracting more patients — with online reputation management playing a vital role.
2018
Customizing care for seniors will gain significance as more and more baby boomers age into this varied group. Learn lessons from one health system in its multi-faceted approach to meeting the needs of Medicare/the senior population.
2018
As health system leaders, this means we’ve scoped our value proposition to address patient issues — when we should really be scoping our value proposition to engage and encompass entire lifetimes. Cue health care consumerism: moving past the limited focus on the inpatient experience to truly meet people where they are outside of hospital walls
2018
This session will help you learn where your organization is on a consumerist journey and how to position the organization for success in this new world of the consumer.
2017
Brookwood Baptist Health’s patients bear the burden of rising out-of-pocket costs like never before. They expect to pay more upfront, and they demand better cost estimates for procedures and more flexible payment options.
2017
Facing increasing high-deductible health plan enrollment and a consolidating market, Emory Healthcare's leadership team needed to understand how their patients make healthcare decisions and the role that price played in where they went for care. To do this, Emory carried out in-depth customer focused work and price benchmarking to understand its relative position and the role of price in consumer choice.
2017
Patient referrals are often a piece of paper with a specialist's name and phone number on them, which leaves patients with the burden of navigating the referral and coordinating their own care. This session will present novel ways to standardize referral management, provider data management, and patient access across a health system's multiple patient access points in order to improve the patient experience, increase patient conversion and retention, and fully leverage the clinical expertise within a network.
2016
To make its website as sweet as the town's iconic chocolate bar, Penn State Milton S. Hershey Medical Center took a patient-centered approach when redesigning its web presence. In this session, hear how Penn State used patient input throughout the redesign and how those approaches influenced the design direction.
2016
How can you profitably grow your urgent care business? Is it possible to delight consumers and physicians alike? How can you earn consumer respect and trust? How can you use urgent care to drive lifetime patient loyalty? This session covers Sentara Healthcare's journey to drive urgent care growth and profitability.
2016
In this session, patient access experts from Houston Methodist will discuss the strategies and tools they have utilized to streamline a complex referral process and create a better experience for both patients and providers.
2016
Learn how, with a highly personalized strategy, Kish/Northwestern uses six strategic approaches to help develop stronger community connections, which have led to increased access to hospital services, use of preventive screenings without overuse, and greater awareness of the system brand as a trusted health resource and not just a place to go to when ill.
2016
Learn how Community Health Network (CHNw), a leading Midwest health system, used an analytical technique called MaxDiff (maximum-difference or best-worst scaling) to leverage insight from consumer research, enabling healthcare strategists to prioritize which functional, communications, and human resource development actions would have the greatest impact.
2016
Learn the latest forces catalyzing healthcare consumerism, best practices for developing consumer insights, strategies utilized by companies such as Best Buy, Crayola, and Walgreens, and how such techniques apply to healthcare.
2016
A revolution of emerging technologies is now a part of everyday life. Learn insights behind this vast space and how to apply digital technologies to your brand and patient experience.
2016
The Jackson Story is the account of a strategic initiative resulting in the development of Meridian Health Village at Jackson, a health/fitness/wellness center. This presentation focuses on the consumer-centric planning, implementation, and communications which were key to turning this concept into a reality for the local community.
2016
University of Pennsylvania Health System (Penn Medicine) sought out a way to better connect their physicians to the modern patient.
2016
How to consolidate competing mammography sites in to one–while retaining patients and with no additional budget.
2016
As part of Henry Ford Health System’s (HFHS) commitment to providing an optimal patient experience, the Corporate Nurse Executive Council (CNEC), in collaboration with the Care Experience Team, developed a Culture of Caring model as part of the System’s ongoing service culture journey.