Patient Experience 2017 – Patient Experience 2017

The Patient Journey

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.

Conference Chairs

Randy Hutchison
Director, Patient Experience

Luther T. Clark
Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer

Featured Speakers

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

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