Enhancing the Patient Experience: Design Strategies That Work

Monday, Nov. 18, 2019
8:45 AM –10:00 AM
The Patient Experience

Moderator: Chris Bormann, Director, Health, HDR

Hospitals are working harder to enhance the patient experience often by making radical changes to physical infrastructure, harnessing artificial intelligence and analytical tools, and breaking down silos to strengthen communication/collaboration between departments and with frontline workers to improve work processes and treatment approaches. Refined designs are reducing infection risk, muffling noise, creating color-coded pathways to care sites, and improving visiting spaces for families in patient rooms. The power of analytics is helping improve hospital-wide services starting with emergency departments by streamlining registration and triage, resulting in decreased wait times and better patient care. Hospitals are also harnessing big data for tasks like developing chronic disease management plans with predictive risk scores to help customize them to ensure patient compliance. And AI is increasingly being deployed in a myriad of ways like rapidly reviewing pathology reports for patient navigators so people can more quickly be directed to the care they need. Our panel will look at how design breakthroughs and new tools are dramatically improving how patients view their hospital experience.

Marc L. Boom, M.D., President and Chief Executive Officer, Houston Methodist Hospital
Chris Bormann, Director, Health, HDR
Laura L. Forese, M.D., Executive Vice President and Chief Operating Officer, New York-Presbyterian
Thomas Howell, M.D., Assistant Medical Director of Patient Experience, Mayo Clinic; Medical Director of Patient Experience, Mayo Clinic Health System
Kevin B. Mahoney, Chief Executive Officer, University of Pennsylvania Health System; Executive Vice Dean for Integrative Services, Perelman School of Medicine, University of Pennsylvania