Patients are overwhelmed. Fragmented, repetitive outreach has trained them to ignore messages, even the ones that matter. As healthcare organizations race to adopt AI and automation, many are adding to the noise rather than cutting through it. This webinar is a practical conversation for patient experience leaders ready to change the status quo. We will explore how leading organizations are moving beyond traditional surveys to uncover what patients actually need, where automation earns trust versus where it creates friction, and how human-centered design builds communication that patients notice and act on. Whether you are just starting to rethink your strategy or looking to benchmark and sharpen an existing framework, this session delivers immediate, actionable next steps.

The goal of any health system should be to leave its patients with an overall positive clinical experience. To provide the best patient experience, hospitals and health systems it's necessary to improve communication and transparency, engage and empower their patients, and hold themselves and employees accountable.

Key Takeaways:

• Find the tools that work for you
• Importance of Senior Leadership engagement
• Understanding the needs for cross functional design of your customer experience design team
• Patient engagement depends on employee engagement
• Making every experience count!

Speakers:

• Sam C. Terese, CEO & President of Alverno Laboratories
• Abdel Abdelhadi, Laboratory Director Franciscan Health-Hammond and Munster at Alverno Laboratories
• Susan Kretz MBA, MHA, MT(ASCP), Manager of Point of Care Testing at Alverno Laboratories

Patients are no longer passive recipients of care; they are healthcare consumers. Thus, they expect more frequent engagement and a personalized healthcare experience from you, the HCP.

Our panel of patient experience experts from Planned Parenthood, Massachusetts General Hospital, Henry Ford West Bloomfield Hospital, UCLA and Elsevier Clinical Solutions will share:

• How to leverage shared decision making to help patients be more involved in their care
• Methods of implementation—where to begin on your journey towards an empowered, informed patient
• How to address health literacy and its impact on patient understanding and decision-making

If your goal is to have patient involvement be routine, now is the time to start making moves on reinvigorating your culture. And if you aren't acknowledging the patient throughout their entire journey, from diagnosis to outpatient care, you are not going to remain competitive for long! In this webinar we will give you the knowledge to position your organization as a patient experience leader.

A panel of patient experience experts from Tenet Healthcare, Brigham & Women's Hospital, Nemours Children's Health System, Metro Health System and Elsevier, share their thoughts on:

• Methods to turn patients into active participants in their healthcare.
• The importance of adhering to patient education and advocacy on a more consistent basis.
• How to keep patient needs at the forefront of care without compromising care quality or safety.
• How to implement a consistent patient experience across the organization.

With increasing competition, and patient expectations continuously changing, relying solely on the insights from CAHPS questions is no longer enough. Providers need to consistently listen to the needs of their patients in order to adapt and stay a step ahead.

In this webinar we will discuss different approaches that organizations can adopt based on their patient relationships. From entire campaigns around their patients, to feedback collection after every interaction, and NPS (Net Promoter Scores), we will uncover the benefits of using alternative methods to take your patient experience to the next level.

In a world of patient choice, understanding and taking action on patient feedback & sentiment are critical to gaining & retaining their trust and loyalty. After just one hour, you'll walk away with a digital roadmap on how to:

• Re-think how to understand patient experience beyond standard surveys.
• Understand flexible approaches to patient experience feedback based on your situation and your goals.
• Examine employee and clinician sentiment to improve patient interactions.
• Benefits of incorporating new feedback programs into your current process.