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Scaling a Customized Patient Experience

Scaling a Customized Patient Experience

Scaling a Customized Patient Experience

Candice Monge and Royal Tuthill, MPA
Candice Monge and Royal Tuthill, MPA
on behalf of Healthcare Information and Management Systems Society

$30.00 $ 30.00 $ 30.00

$30.00 $ 30.00 $ 30.00

$ 30.00 30.00 30.00
30.00 $ 30.00 30.00 30.00
Normal Price: $30.00 $30.00

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Launch date: 11 Dec 2018
Expiry Date:

Last updated: 04 Dec 2020

Reference: 193021

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Description

Hospitals have long relied on clinical excellence to differentiate their offerings to attract and retain patients. However, service and experience are beginning to play bigger roles in healthcare. The shift to value-based care, the ubiquity of social media sites like Yelp, increased patient choice, and emphasis on patient satisfaction instruments like HCAHPS have compelled more organizations to emphasize a positive, holistic patient experience to engender customer loyalty and drive revenue growth. This session will present a case-study for how one health system is using technology-enabled, human-driven strategies to develop enduring relationships focusing on maternity patients. The speakers will share how technology was used to build customized patient experience journeys; how data from patient surveys and the EHR was analyzed to anticipate needs and preferences; the results from the pilot program; and learnings on implementing and scaling such a program across the enterprise.

Objectives

Evaluate the current state of patient experience in hospitals and health systems
On completion of this course, the learner will be able to evaluate the current state of patient experience in hospitals and health systems.
Assess the critical drivers of service and experience in a healthcare setting
On completion of this course, the learner will be able to assess the critical drivers of service and experience in a healthcare setting.
Illustrate how data can be used to create customized patient experience journeys
On completion of this course, the learner will be able to illustrate how data can be used to create customized patient experience journeys.
Demonstrate how a patient experience initiative impacts patients and staff
On completion of this course, the learner will be able to demonstrate how a patient experience initiative impacts patients and staff.
Identify the key concepts for scaling and implementing a patient experience program across the enterprise
On completion of this course, the learner will be able to identify the key concepts for scaling and implementing a patient experience program across the enterprise.
Candice Monge and Royal Tuthill, MPA

Author Information Play Video Bio

Candice Monge and Royal Tuthill, MPA
on behalf of Healthcare Information and Management Systems Society

Candice has been with Dignity Health since 2009 and accepted the position as Chief Nursing Executive Officer in 2015. Most recently, Candice provided leadership as Senior Director of Maternal Child Services and was responsible for the overall management of Maternal Child Services including High Risk Antepartum, Labor & Delivery, Post-Partum, Nursery, Pediatrics and the Neonatal Intensive Care Unit.

Royal Tuthill is the co-founder and Chief Transformation Officer at Docent Health. He leads the strategy function at Docent Health, which is responsible for collaborating with health system partners to conduct user-centered research and develop service blueprints that provide a consumer-centric vision, service design definition, and operating roadmap to tailor the Docent Health offering to the specific needs of health systems and their individual facilities. Royal has worked extensively in healthcare across a range of settings, as well as outside of healthcare consulting brands across industries on how to develop brand-driven growth strategies. Prior to launching Docent Health, Royal was a founding member of the Venture Studio at Oxeon Partners, where he helped stand-up the operation and led a team of innovators in creating new ventures. Before that, he worked across strategy, operations, and product development functions at Healthagen, the innovation division at Aetna. Royal also has held roles in various functions at organizations such as Deloitte Consulting, WebMD, and the Clinton Foundation. Royal received a Bachelor’s degree in biology from Lafayette College and a Master’s degree in Healthcare Management from New York University.

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