Informed, Connected, Empowered
This describes your healthcare customer of today. Patients are aware of the power they now possess. They use it to their advantage when choosing hospitals and interacting with healthcare “brands”. Learn how you can put PX + CX strategies to work as your business advantage.
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Healthcare Customer Experience Includes All Interactions Across the Healthcare System
Providers can no longer afford to look at interactions in isolation. They must understand the whole patient experience, and that of their loved ones. The face-to-face and emotional nature of healthcare requires patient journeys to be handled with care. Every touchpoint along the journey is paramount, and includes interactions and care provided by doctors, nurses and staff in health systems, physicians and specialists in other health care facilities, digital interfaces and more.
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Who Should Attend
This program is ideal for professionals working in healthcare and influencing the patient / customer experience. This includes those involved in strategy, innovation, marketing, operations, service, human resources, IT, data analytics and communications.
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Learning Experience
Sessions are comprised of presentations, case studies, group exercises and thought-provoking discussions. Throughout the program, you work on your customized Patient Experience Excellence Plan for your own organization.
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The Healthcare Customer Experience Certificate Program Curriculum
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The Strategic Healthcare Experience - - - - - - - - - - - - - - - - - Successful customer-centric healthcare organizations share habits when it comes to meeting patient demands.
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Healthcare Customers and their Journeys - - - - - - - - - - - - - - - - - Identify the interactions of your patience with your company and learn what impacts the overall patient journey.
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Customer-Focused Innovation - - - - - - - - - - - - - - - - - Learn how to innovate with H.E.A.R.T. – from pain to empathy, to transformation.
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PX Mindset: Developing a Culture of Empathy - - - - - - - - - - - - - - - - - Learn techniques to encourage your entire organization to act with passion.
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How leading Providers differentiate with PX/CX - - - - - - - - - - - - - - - - - This panel-driven module brings executives together to explore their findings.
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Data and Measuring PX: Beyond HCAHPS - - - - - - - - - - - - - - - - - Quantify patient experience with more than satisfaction scores.
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Extended Healthcare Experience - - - - - - - - - - - - - - - - - Explore beyond the walls to gain insights on the HCX.
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Navigating the Politics of Transformation - - - - - - - - - - - - - - - - - Gain the yes vote and solidify HCX into your organization.
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Coming in 2018
Call us to learn more and to reserve your seat! 844.669.7884 |