Improving the Patient and Provider Experience: What healthcare organizations need to know entering the pandemic’s recovery phase

Monday, June 6th, 2022 | 1:00 PM - 2:00 PM CT 

The COVID-19 pandemic furthered the importance of consumer and employee feedback to health systems. Learning to navigate the post-pandemic feedback-driven economy will be vital to the success of healthcare organizations as we enter the pandemic’s recovery phase.
With the consumerization of healthcare comes the evolution of the patient experience. Today, that experience expands beyond the clinical setting. It includes researching providers, scheduling an appointment, verifying insurance, paying a bill, providing feedback and more. Regardless of the touchpoint - this is happening online.

On top of all that, consumers are increasingly savvy about using digital channels to find care and leave online feedback that influences the reputations of hospitals and physicians. In this session, we will offer insights into the trends that are driving the consumer journey, including how healthcare is embracing a feedback economy in which ratings and reviews have become the currency driving business performance and growth.
Attendees will learn:
1. How to embrace the feedback economy and understand the voice of the customer through AI

2. How the biggest drivers of positive and negative patient sentiment impact visibility and engagement.

3. How to combat caregiver burnout and the Great Resignation by focusing on employee experience
4. Best practices to align your entire organization around experience improvement


Tomi Galin - Lauren Farley

Tomi Galin

Executive Vice President, Corporate Communications, Marketing and Public Affairs, Community Health Systems

Annie Haarmann - Lauren Farley

Annie Haarmann

Head of Strategy and Consulting, Healthcare and Life Sciences, Reputation