Customer Experience

This article describes how organizations can approach efforts to improve the patient experience, including examples of strategies gleaned from other industries. The article also highlights how one progressive hospital—Community Hospital of the Monterey Peninsula—is using mobile and digital…
Explore stories of how human-centered design can infuse humanity and bring about cultural change within a hospital, mediating organizational needs with those of end users who may be stressed or vulnerable. Hear about innovative projects that span the design of systems, clinical processes, services…
Explore stories of how human-centered design can infuse humanity and bring about cultural change within a hospital, mediating organizational needs with those of end users who may be stressed or vulnerable. Hear about innovative projects that span the design of systems, clinical processes, services…
In 2015, The University of Vermont Medical Center (UVMMC) became one of the first health systems in the nation to focus on creating exceptional patient experiences using human-centered design. Here are answers to several questions about the health system's new approach to experience design.
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…
HealthEast, a four-hospital system serving the Minneapolis-St. Paul region, was determined to make good use of its patient portal—to improve health outcomes by sharing proactive, consistent health information that patients could access anywhere. Read more about their implementation of two digital…
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 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.
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.