Transforming Your Culture to Improve the Patient Experience in the Age of Consumerism

With the shift to high-deductible and consumer-driven health plans, patients are increasingly involved in their healthcare decisions. Patients are becoming savvy customers, taking an active role in purchasing and consuming the services they receive. Historic standards are now the cost of entry. Hospitals and health systems endeavoring to thrive in this new environment are leveraging the same approach used by the Four Seasons, Disney, and Apple—differentiation based on the customer experience.

In this session, you’ll hear how Banner Health began applying these best practices to:

• Transform their patient experience
• Drive caregiver and staff engagement
• Reduce burnout—ultimately increasing their NPS and HCAHPS scores
• Become more efficient resulting in positive financial outcomes