Eventztoday

Patient Experience 2017

Date

Jun 05, 2017 - 08:00 AM - Jun 06, 05:15 PM

Link to Website

http://exlevents.com/patient-experience-summit/

Organizer

exlevents

Location

Hyatt Regency Jersey City on the Hudson 2 Exchange Place Jersey City, New Jersey 07302,

New Jersey,

US,

ZIP: 07302

Phone: +1 929 900 1853

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.

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

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Please contact the event manager Marilyn below for the following:

- For Tickets/Registrations,
- Discounts for registering 5 or more participants.
- If you company requires a price quotation.

Event Manager Contact:

marilyn.b.turner(at)nyeventslist.com or Contact: +1 929 900 1853

You can also contact us if you require a visa invitation letter, after ticket purchase.
We can also provide a certificate of completion for this event if required.

NO REFUNDS OR TRANSFER ALLOWED ON REGISTRATIONS
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This Event Listing is Promoted by New York Media Technologies LLC in association
with EXL Events Inc.

http://www.NyEventsList.com
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Agenda

Day One
Monday, June 5, 2017

8:15AM – 9:00AM
Registration and Continental Breakfast
9:00AM – 9:15AM
Conference Co-Chairs’ Welcome and Opening Remarks
Luther T. Clark, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK
Randy Hutchison, Director, Patient Experience, GEISENGER HEALTH SYSTEMS
9:15AM – 10:00AM
Explore Trends Shaping the Future of Patient and Customer Experience
Brent Bowman, Vice President, Strategy, Patient Experience, KAISER PERMANENTE
10:00AM – 10:45AM
Case Study: Hardwire Best Practice Guidelines Into Patient Services Through Proven Care Methodology
Randy Hutchison, Director, Patient Experience, GEISINGER HEALTH SYSTEMS
10:45AM – 11:15AM
Networking Break
11:15AM – 12:00PM
It’s In The Data: How “Big Data” Drives More Insightful Patient Understanding
Tom Haskell, Global Head, Data Analytics, KANTAR HEALTH
12:00PM – 1:00PM
Luncheon
1:00PM – 1:45PM
Change Your Culture to Change Your Organization, Structure, Brand and Experience
Keith Boyle, Director of Patient Experience, HENRY MAYO NEWHALL HOSPITAL
1:45PM – 2:00PM
Effectively Hear and Engage Your Patients Across the Care Continuum
Luther T. Clark, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK
2:00PM – 2:45PM
Understand the Importance of Human-Centered Design and Innovation in Building the Patient Experience Strategy
Maria Karalis, Senior Project Manager, Immunology Patient Care & Innovation, Global Marketing and Commercial Operations, ABBVIE
2:45PM – 3:15PM
Networking Break
3:15PM – 4:00PM
Discuss How Off-Label Use of Approved Medication Impacts HCPs, Pharmaceutical Companies and the Patient’s Overall Journey
Thomas Jacobsen, Director, Global Scientific Communications, TEVA
4:00PM – 4:45PM
Best-in-Class Communication Strategies to Boost Your Performance in HCAHPS
Susan Osborne, System Director Patient and Associate Experience, CHRISTUS HEALTH
4:45PM – 4:45PM
Day One Concludes

Day Two
Tuesday, June 6, 2017

8:15AM – 9:00AM
Registration and Continental Breakfast

HEALTHCARE
9:00AM – 9:15AM
Chair’s Recap of Day One
Randy Hutchison, Director, Patient Experience,GEISENGER HEALTH SYSTEMS
9:15AM – 10:00AM
Go Beyond Surveys to Understand the Differences Between Patient Catering and the Patient Experience
J. D. Saliman, M.D., Orthopaedic Surgeon, CEDARS-SINAI HEALTH SYSTEM
10:00AM – 10:45AM
Employee Engagement in the Patient Experience at Penn Medicine
Karen Rivera-Gorski, Senior Organizational Development Consultant, Patient Experience, PENN MEDICINE
PHARMACEUTICAL
9:00AM – 9:15AM
Chair’s Recap of Day One
Luther T. Clark, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer,MERCK
9:15AM – 10:00AM
The Importance of Patient-Centered Research in Patient-Focused Care in Drug Development
Jennifer Horonjeff, Officer, Patient-Centered Outcomes Research, HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN; Consumer Representative, FDA
10:00AM – 10:45AM
Address Patient Quality of Care Through Partnerships Across Pharma, Organized Customer Groups (Managed Care) and Patients
Jeanille Gatta, Customer Experience Leader, Market Access and Patient Strategies, ASTRAZENECA

10:45AM – 11:15AM
Networking Break

11:15AM – 12:00PM
Transform the Patient Experience Through Improved Communication
Tiffany Burnett, Director of Patient Experience,MOUNTAINSTAR HEALTH
11:15AM – 12:00PM
Discuss Best Practices for Successfully Steering Multiple Stakeholders Through the Continuum of Care

12:00PM – 1:00PM
Luncheon
1:00PM – 1:45PM
KEYNOTE Reinventing Patient Experience: The Patient as a Care Team Member
Joan Kelly, Chief Patient Experience Officer, NYU LANGONE HEALTH SYSTEM
1:45PM – 2:30PM
Understand the Role of Technology in Creating Your Patient Experience Strategy
Claudine Cangiano, Senior Director, Corporate Patient and Customer Experience,NORTHWELL HEALTH
2:30PM – 3:00PM
Networking Break
3:00PM – 3:45PM
Create a Strategy to Understand the Voice of the Patient and How to Best Utilize It
Jennifer Horonjeff, Officer, Patient-Centered Outcomes Research, HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN; Consumer Representative, FDA
3:45PM – 4:30PM
Leverage Consumer Insights to Redefine Your Patient Experience Strategy
Lauren Goodman, AVP, System Director Market Research, Strategic Marketing, CHRISTUS HEALTH
4:30PM – 4:45PM
Co-Chairs’ Closing Remarks
4:45PM – 4:45PM
Conference Concludes

Speaker Details

Conference Chairs

Randy Hutchison
Director, Patient Experience
GEISINGER HEALTH SYSTEMS

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

Featured Speakers

Joan Kelly Chief Patient Experience Officer NYU LANGONE MEDICAL CENTER	Keith Boyle Director of Patient Experience HENRY MAYO NEWHALL HOSPITAL	Deb Mayo Vice President, Global Scientific Communications TEVA

Maria Karalis Senior Project Manager, Immunology Patient Care and Innovation, Global Marketing and Commercial Operations ABBVIE	Susan Osborne System Director Patient and Associate Experience CHRISTUS HEALTH	Brent Bowman Vice President, Strategy, Patient Experience KAISER PERMANENTE

Jennifer Horonjeff Officer, Patient-Centered Outcomes Research HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN Consumer Representative FDA	Claudine Cangiano Senior Director, Corporate Patient and Customer Experience NORTHWELL HEALTH	Liz Presson Digital Media and Community Strategy Lead OTICON MEDICAL