New York Professional Events List

Patient Experience 2017

Jun 05, 2017 - 08:00 AM - Jun 06, 05:15 PM
Hyatt Regency Jersey City on the Hudson 2 Exchange Place Jersey City, New Jersey 07302,

New Jersey,
New Jersey,
ZIP: 07302
Phone: +1 929 900 1853

Patient Experience 2017

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

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) 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.
This Event Listing is Promoted by  New York Media Technologies LLC in association
with EXL Events Inc.


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

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
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
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 PRESBYTERIANConsumer 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

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 PRESBYTERIANConsumer 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

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

Featured Speakers

Event Categories
Keywords: fun, access , analyze, applications, assessment , business , Clinical , communication , community , conference


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