Resource Library

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St. Luke Health System turned its outdated online brochure into a dynamic website that drives engagement and empowers patients. Healthcare consumers expect the digital experience to be as easy to use and personalized as Amazon. But with the tight restrictions placed on patient information and privacy, delivering on the promise of a seamless, customer-friendly experience can be difficult. So, how can healthcare providers meet those expectations and integrate all their patient touchpoints?
In this one-hour webinar, Jared Johnson of Phoenix Children’s Hospital, will join Dave Wieneke, the originator of the HDX Index. They will discuss how hospitals can baseline to assess their own progress year over year, and to track themselves against best practices and marketplace competitors.
Houston Methodist will demonstrate how they were able to improve as well as sustain patient satisfaction scores across Medical-Surgical Units, ICUs, and Women’s Services of 7-hospitals with the implementation of a multidisciplinary “Playbook” incorporating change management methodologies.
This research dissects the phone encounter into individual elements, and analyze which of those elements are statistically associated with the dependable variable: the likelihood of returning for future care.
The HEALTH HUB Experience Guide is a document that explains the motivation behind design decisions, conveys the essence of the experience of each component as well as the overall concept, and describes the operational assumptions that informed the design.
How to consolidate competing mammography sites in to one–while retaining patients and with no additional budget.
This session will include an overview of the lean methodologies used and operational changes made to develop a culture of service. It will also take attendees through the guest service strategy that followed.
Behavior drives experience... experience informs brand... and voice is the driving force that moves consumers to take action. Examples of how two hospitals are leveraging innovation and design into team behavior will inspire executives to embrace the adjacent possible.
The session will outline the measured results of a full-circle patient engagement strategy — from growing an activated consumer database to improved patient retention.
Using an interactive approach, participants in this session will view first-hand patient experiences with information about setting up the interviews, questions to be asked, and approaches to foster rich dialogue.
In this session you will hear how Holy Redeemer Hospital and other healthcare organizations have implemented the principles of "experience design"to enhance patient care and deliver on their brand promise.
This session will present a case study for using data to identify and better understand the people you want to reach, from establishing objectives, through the process of designing and implementing a full-scale research study, to how to effectively use the research results.