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2019 Patient Experience Summit Attendee Insights

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Learn more about what patient empathy and experience means to members of the healthcare community.

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2019 Patient Experience Summit Attendee Insights

  1. 1. Joe Greskoviak CEO, Press Ganey “You have to look at the enterprise through the lens of performance and improvement. You have to break down silos. Look at overall enterprise performance and distill that down into opportunities that give you the greatest ability to distill change. So what that means is doing less in a focused, material way to drive change in healthcare.”
  2. 2. Leslie Evans Director of the HIMSS Innovation Center “Patient engagement is the key to success because we really need to keep the patient at the center. If we’re designing solutions that are going to impact them and we’re going to make the changes necessary to improve their lives, listen to them, spend time with them and consider what is most valuable.”
  3. 3. Swapna Kakani “Patients definitely need to know all of their options that can really affect all of their health outcomes and unfortunately, currently, finding out options is not on one seamless path. It comes from different avenues and different timings and that can be hard and inconsistent among all patients. The right care at the right time in the right place truly matters.” Patient and Health Advocate
  4. 4. Jennifer Muehle “I’m really excited for this year’s Summit because I get to connect to other thought leaders who drive experience at their organizations. When we learn about empathy, we learn how to express it and make it more of a human experience. I really revel in it here at the Summit, becoming more human and being able to interact more on the human level.” Program Coordinator, Cleveland Clinic
  5. 5. Lori Kondas “As we try and find ways to add the digital perspective, it still has to be about the patient. So when you talk about new design, or new technology, I think continuing to challenge ourselves to say ‘But does this work for the patient?’ If we’re putting it in their hand or in front of them, is it helping their journey, is it making it seamless and are we staying connected in that way?” Executive Director, Office of Patient Experience, Cleveland Clinic
  6. 6. Mike Bechtel “Technology exists to enable providers to have more time in their busy lives, but we continue to add more and more tasks to healthcare providers. How do we free up those mundane tasks via technology to allow them to personally connect with their patients?” VP North America Sales, Oneview Healthcare
  7. 7. Silvia Perez-Protto “The most important thing I can teach is to explore, don’t assume. When you explore, you can be a partner in this journey. Do not be afraid to go for training. The more you train, the easier it is, because you are going to be more present with less stress and mindful of the moment.” Director, End of Life Care, the Cleveland Clinic
  8. 8. Rebekah Angove “Cost is a really sensitive topic. What we are hearing from patients is that they want to have these conversations with their providers and this information is really important for them to understand their treatment choices and to make decisions on those choices.” VP Patient Advocate Foundation
  9. 9. Pam Holt “There’s been a push in the market for a long time for empathy and a lot of people have thought that empathy has to come from a human touch. But what we realize is human touch isn’t scalable So what we discovered in the is we can deliver empathy using technology with a consistent common voice, inflection and pace and we can create that human touch with technology to effectively scale our clinicians and our staff to give our patients the best experience possible.” Consulting Director, Wolters Kluwer

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