The healthcare industry has recognized the patient is a customer, and healthcare systems are embracing the marketing and consumer engagement principles used by other consumer industries as patients become consumers of healthcare, not simply patients.
In this season of the HDM KLASroom, we explore consumer trends among other industries that are leading health systems to adopt and apply change in care delivery – the people, processes, and technologies necessary to succeed in the current health & wellness paradigm shift.
Join HDM, KLAS Research, and leading healthcare institutions as we help answer questions, share lessons learned, and provide best practice strategies developed by innovative organizations and their technology solution partners – experiences you can apply and technologies you can enable to enhance outcomes for your patients, your care teams, and your organization.
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AGENDA
Tuesday, September 20
Consumerism in Healthcare
Session 1:
The FOUR consumer centric principles changing healthcare today.
Presenters:
KLAS Research and Baptist Health Jacksonville (moderated by HDM)
Session description:
Consumerism in healthcare is slowly picking up pace. In the past are the paternal relationships between care providers and patients. Patients now seek the same experiences and convenience they have been spoiled with in other industries. They want the reality of choosing where, when, and how they seek care as options continue to diversify.
Baptist Health is a leader in embracing consumerism. Hear how they are innovating, and learn what principles guide pioneering institutions like Baptist Health to deliver on growing consumer expectations.
Session 2:
Where are you on the road to patient experience (PX) maturity; how do you level up with the change leaders?
Presenters:
Feedtrail Session and HealthNet (moderated by HDM)
Session description:
Patients are demanding better consumer experiences with their care no matter where that care is delivered. How does an organization respond? What if you are an FQHC and have limited resources? Principles are the same. Listen, apply, repeat. Listen beyond traditionally held CAHPS. Move that listening ear toward the front, middle and not just the end of the patients journey with your organization.
Learn how the largest FQHC in Indiana went from just hundred's of listening data points to literally thousands upon thousands of data points helping to improve the delivery of care.
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Thursday, September 22
The Financial Paradigm
Session 1:
Envisioning the future payment scenario in healthcare
Presenters:
KLAS Session and LifeBridge Health (moderated by HDM)
Session description:
How has inflation impacted patients and their ability to pay for care? What impact does rising inflation have healthcare organizations...on patients? How have patient experiences and financial transparencies within other consumer markets driven changes in healthcare? What do healthcare providers need to know as Px initiatives continue toward consumer centric experiences?
Where are patients winning with their healthcare delivery today? How do we envision the future payment scenario in healthcare?
Session 2:
Patients can feel empowered in the financial side of health, but they need the Health System's help.
Presenters:
ClearBalance and Mayo Clinic (moderated by HDM)
Session description:
As if healthcare wasn't expensive enough, inflation is about to rear its ugly head and smack patients and families right in the face. How do you we help stay ahead of these inevitable waves hitting our healthcare shores?
ClearBalance and the Mayo Clinic discuss the consumer experience at the crossroads of health, care, and finances. Join us to hear what Mayo is doing to combat financially tough times for patients. Learn principles you can apply to help empower your patients to stay ahead of healthcare financial storms.
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Tuesday, September 27
Patient Provider Communication (part 1)
Session 1:
The Patient Experience and the Art of Communication - part 1
Presenters:
KLAS Session and Indiana University Health (moderated by HDM)
Description:
At the core of the patient experience is the art of communication. Though providers and patients wish it was more of a science, today's patient journey is full of artful efforts with no two looking alike. As patients' expectations grow and care teams' desire to provide streamlined communications converge, pioneering institutions are starting to emerge. In this session learn the success principles guiding Indiana University Health as they stand as a leader in patient experience. Also come learn new research from KLAS highlighting the current state of the patient communication landscape.
Session 2:
Patient engagement is only as good as the ROI that can be proven.
Presenters:
Health Catalyst and Providence Health (moderated by HDM)
Session description:
We hear the clarion call to improve the patient experience wherever we go in healthcare today. But unless your patient experience programs can truly produce ROI outcomes, they have the potential of quickly loosing executive support.
Join Health Data Management, Health Catalyst and Providence Health as we share how organizations can generate patient engagement ROI by building a business case that defines the specific clinical, financial and operational improvements to be achieved. With patient communication at its core, we will walk through an ROI model that was used to calculate revenue and cost savings in length of stay, readmissions, ED visits, cancellations, no-shows, and patient satisfaction.
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Thursday, September 29
Patient Provider Communication (part 2)
Session 1:
The Patient Experience and the Art of Communication - part 2
Presenters:
KLAS Session with Indiana University Health (moderated by HDM)
Description:
Part 2 with KLAS and IU Health shares interesting conclusions for achieving success in Patient Provider Communications programs.
At the core of the patient experience is the art of communication. Though providers and patients wish it was more of a science, today's patient journey is full of artful efforts with no two looking alike. As patients' expectations grow and care teams' desire to provide streamlined communications converge, pioneering institutions are starting to emerge.
In this session learn the success principles guiding Indiana University Health as they stand as a leader in patient experience. Also come learn new research from KLAS highlighting the current state of the patient communication landscape.
Session 2:
Technology is shaping the future of patient communication; how to pivot and deliver on growing expectations?
Presenters:
TigerConnect (moderated by HDM)
Session description:
The pace of technological change is accelerating in healthcare at an unprecedented rate, and the potential implications for patients and the healthcare systems are vast. No more evident than how technology is shaping the future of patient communication, with a focus on connected medicine and healthcare consumerism.
Health Data Management and TigerConnect identify opportunities and challenges posed by new technologies and examine their potential impacts to care delivery in the future. By understanding the implications of using technology to address changing consumer behavior we can prepare for a future with continued innovation and a more central role for healthcare technology in our lives.
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This program is made possible through the generous support from:
