Meeting patients’ needs and improving financial performance have become major focus areas for hospital and health system executives facing payment pressures and the market shift towards patient-centered and value-based care. And as patients increasingly shop for healthcare services, enhancing patient experience is regarded as a potential driver of hospital performance, since it may build reputation and brand, strengthen customer loyalty, and boost utilization of hospital services through increased referrals to family and friends. In addition, hospitals’ reimbursements from private insurers and Medicare are increasingly tied to quality performance metrics that capture patient experience as well as clinical outcomes. And improving patient experience is one of the fundamental concepts underlying the Triple Aim approach to optimizing health system performance. And overall, good patient experience is an important outcome unto itself, as patients intrinsically value the interpersonal aspects of the clinician-patient relationship, such as compassion, communication, and an overall sense of being treated with dignity and respect.

This conference will explore how good patient experience is associated with higher hospital profitability and better care. Learn mechanisms through which patient experience can improve financial performance and patient-centered care and understand why patient experience is now nationally – and globally – recognized as an independent dimension of healthcare quality. Gain insights from sessions that will dive into topics such as how to improve patient experience in the emergency department, engaging physicians, how to leverage technology, driving a strong patient experience culture, digitization, team-based care, communication strategies, patient journey mapping, and more.

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Patient Experience

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