Patient Experience Exchange Raises the Bar in Patient-Centric Care

By CIOReview | Wednesday, April 18, 2018

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Coral Gables, FL: Customer Management Practice, a division of IQPC,unveiled its Patient Experience Exchange this past March 25-27. The invitation-only Exchange gathered a curated group of senior level healthcare executives for two and a half days of peer-to-peer networking, benchmarking and match making. Nearly 20 speakers shared their PX case studies, stories and best practices. Prequalified business meetings occurred between delegates and our 17 solution providers throughout the event.

Neil Gomes, Chief Digital Officer and Senior Vice President for Technology Innovation and Consumer Experience and Thomas Jefferson University and Jefferson Health, shared key insights into digital innovation, particularly the challenges of embracing digital in healthcare: “Digital. We don’t see it in healthcare as much, but its happening – not only from different verticals but from different generations, and how they interact with our company and their experience. We need to be digital and spend in digital. I’m from a $6B company and even we aren’t spending enough –we need to start spending now.” Dawn Williams, Planned Parenthood’s Head of Experience Strategy, speaks to the importance of leveraging design principles for experience success: “We are strategizing with design. We have physically as well as internally re-designed our values. We recreated our welcome center. Redesigning the space helps to facilitate a better registration process as well as building a safer environment for our patients.”

Several PX Exchange attendees share their experiences. Iva Ervin-Stanberry, VA Connecticut Healthcare System’s Patient Experience Officer, appreciated the opportunity to benchmark: “The Patient Exchange program was excellent. It was a great avenue in which experts in the field could meet together and network. I think it’s an opportunity for Patient Experience officers across the country to explorebecause if you are looking at ways of improvingemployee engagement or using customer feedback to improve care, this is the best location and the best event that you could get.” Cassandra Crowe-Jackson, Vice President of Patient Experience, University of Maryland Upper Chesapeake Health, appreciated the intimate setting and pre-qualified meetings “It was a workable group where you could actually network both with vendor partners and individuals that are with larger and smaller organizations, who are doing your same job and you can come up with tactics and tools to take back and implement. I also met with vendors who can help usget to the next level to get to the things that weneed to do to enhance the patience experience.”

Stay tuned for information surrounding the next PX Exchange coming March 2019.