A Cleveland Clinic & HIMSS Event. Find out more

Cleveland Clinic
May 13-15, 2019 | Cleveland, OH

Total Experience Matters – Here’s How to Improve It

May 14, 2019
2:10pm - 2:25pm
Room 24

In today’s data-driven, connected world, the last best experience a consumer had anywhere becomes the minimum expectation for the experience they want everywhere. The bar is always raising, and if experience doesn't meet that bar, people quickly look for alternatives.

Within the healthcare ecosystem, patient experience is typically derived from a set of processes. Experience is the outcome, not the goal. An individual’s journey through this ecosystem is not optimized for them – where no one person, function or organization owns patients' end-to-end experience.

To become truly patient-centric, healthcare organizations need to shift the paradigm to focus on connecting disparate aspects of the journey and rethink their operating models to allow the human-centered experience to drive business processes. By adopting a cross-channel approach to unify people, process, date and technology, you can deliver on your brand promise, while driving improved outcomes and ROI.


Vice President & Partner, Digital Strategy & iX, Healthcare and Life Sciences



Healthcare leaders at the forefront of the global patient experience movement will address which systems, tools and insights revolutionize the role of the patient and the caregiver. We’ll explore patient perspectives and clinical considerations to understand how empathy and innovation must be incorporated as integral pillars to deliver the best clinical, physical and emotional experience in healthcare.


Read Patient Stories >>