The New Patient Experience Era: Focusing on the Consumer of Tomorrow
Brian R. Kelly, Senior Vice President & Managing Director, PNC
Head of PNC Healthcare
Improving the patient experience is no longer simply a savvy marketing strategy. In fact, it can significantly impact quality and safety, boost consumer and caregiver satisfaction, and affect an institution’s bottom line (even beyond reimbursement for HCAHPS scores). To make a difference, hospitals are taking a range of approaches: tapping into advanced data analytics; hiring chief experience officers and front-line patient navigators; redesigning facilities, including patient rooms, to make them more convenient and family friendly; harnessing new technology and partnerships (such as with Uber or retail chains); and much more. Hear from several leaders on challenges they’ve faced and how boosting the patient experience can yield results for providers.