$1,685 – $6,275

Patient Experience 2017 (EXL)

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Hyatt Regency Jersey City on the Hudson

2 Exchange Place

Jersey City, NJ 07302

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Patient Experience 2017

The Patient Journey

To be a leader in today’s economy, you need to excel at customer experience. Healthcare isn’t travel or retail, but the consumer is the same person, whether they are searching for a hotel room or picking a hospital or medication. Patients are unlike other kinds of customers since they have to make complex, time-sensitive health-related decisions. The competitive landscape is changing rapidly and the end-to-end experience matters more than ever. The traditional commercial approach based on mass-media advertising, aggressive sales forces, ready access to physicians and relatively uninformed patients has fallen short. To date, few health systems, pharmaceutical companies and device manufacturers have successfully achieved exemplary patient/customer experience initiatives. To connect with patients when they are looking for answers is an increasingly important source of competitive advantage. In order to achieve this, healthcare and life sciences companies need to design a new approach based on an understanding of the patients’ experiences and how they make decisions, especially in today’s tech-driven world where patients engage with other patients and providers through various channels. Every action point in the patient journey is potentially a vital point of interaction. By understanding the patient experience, industry professionals can provide better care and products — and improve business results.

Join us at our inaugural Patient Experience 2017 for interactive discussions that will help you better understand the patient journey and produce improved loyalty, sales and profits, and take advantage of extensive networking opportunities for professionals in patient and customer experience.

Conference Chairs


Randy Hutchison
Director, Patient Experience
GEISINGER HEALTH SYSTEMS
Luther T. Clark
Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer
MERCK

Featured Speakers


Joan Kelly
Chief Patient Experience Officer
NYU LANGONE MEDICAL CENTER
Keith Boyle
Director of Patient Experience
HENRY MAYO NEWHALL HOSPITAL
Deb Mayo
Vice President, Global Scientific Communications
TEVA

Maria Karalis
Senior Project Manager, Immunology Patient Care and Innovation, Global Marketing and Commercial Operations
ABBVIE
Susan Osborne
System Director Patient and Associate Experience
CHRISTUS HEALTH
Brent Bowman
Vice President, Strategy, Patient Experience
KAISER PERMANENTE

Jennifer Horonjeff
Officer, Patient-Centered Outcomes Research
HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN
Consumer Representative
FDA
Claudine Cangiano
Senior Director, Corporate Patient and Customer Experience
NORTHWELL HEALTH
Liz Presson
Digital Media and Community Strategy Lead
OTICON MEDICAL

Top Five Reasons to Attend

  • Grasp the fundamentals of patient experience and understand careflow and the patients’ decision-making process
  • Network with thought leaders and trendsetters in patient and customer experience and get tips on how to become a better customer/patient communicator and marketer
  • Review successful case studies and hear best practices for patient/customer experience from an expert speaking faculty, including representatives from leading healthcare systems and pharmaceutical companies as well as out-of-industry experts
  • Discover new information and technologies/applications to innovate your patient experience
  • Explore guidelines to boost your Hospital Consumer Assessment of Healthcare Providers Systems Survey (HCAHPS) results and analyze how patient experience can improve your business efficiency

Who Should Attend

This conference is designed for professionals from health systems, pharmaceutical companies and device manufacturers with responsibilities in the following areas:

  • Patient Experience (PX)
  • Customer/Patient Care
  • Patient Engagement
  • Customer Experience (CX)
  • User Experience (UX)
  • Marketing/Marketing Communications
  • Consumer/Customer Insights
  • Clinical Education/Staff Development
  • Public Relations (PR)
  • Human Resources (HR)
  • Community Relations
  • Patient Navigation
  • Patient Experience Design
  • Patient Advocacy
  • Patient Liaison
  • Patient Safety
  • Patient Services
  • Nursing
  • Product/Program Management
  • Customer Strategy
  • Customer Centricity
  • Market Access
  • Customer Excellence
  • Digital Marketing
  • CHRO
  • Patient Retention
  • Marketing Analytics
  • User Design
  • Operational Excellence/Service Excellence
  • Omnichannel

In addition, this conference is of interest to:

  • HC Clinical Transformation Companies
  • Internal Relations Teams
  • Legal/Privacy Teams
  • Engagement/Analytics Service Providers
  • Patient Advisory Services
  • Law Firms
  • Consultants and Strategic Advisors
  • Translation Services


Day One

Monday, June 5, 2017

8:15AM – 9:00AM

Registration and Continental Breakfast

9:00AM – 9:15AM

Conference Co-Chairs’ Welcome and Opening Remarks
Luther T. Clark, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK
Randy Hutchison, Director, Patient Experience, GEISENGER HEALTH SYSTEMS

9:15AM – 10:00AM

Explore Trends Shaping the Future of Patient and Customer Experience
Brent Bowman, Vice President, Strategy, Patient Experience, KAISER PERMANENTE

10:00AM – 10:45AM

Case Study: Hardwire Best Practice Guidelines Into Patient Services Through Proven Care Methodology
Randy Hutchison, Director, Patient Experience, GEISINGER HEALTH SYSTEMS

10:45AM – 11:15AM

Networking Break

11:15AM – 12:00PM

Change Your Culture to Change Your Organization, Structure, Brand and Experience
Keith Boyle, Director of Patient Experience, HENRY MAYO NEWHALL HOSPITAL

12:00PM – 1:00PM

Luncheon

1:00PM – 1:45PM

Best-in-Class Communication Strategies to Boost Your Performance in HCAHPS
Susan Osborne, System Director Patient and Associate Experience, CHRISTUS HEALTH

1:45PM – 2:00PM

Effectively Hear and Engage Your Patients Across the Care Continuum
Luther T. Clark, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK

2:00PM – 2:45PM

Understand the Importance of Human-Centered Design and Innovation in Building the Patient Experience Strategy
Maria Karalis, Senior Project Manager, Immunology Patient Care & Innovation, Global Marketing and Commercial Operations, ABBVIE

2:45PM – 3:15PM

Networking Break

3:15PM – 4:00PM

Discuss How Off-Label Use of Approved Medication Impacts HCPs, Pharmaceutical Companies and the Patient’s Overall Journey
Deb Mayo, Vice President, Global Scientific Communications, TEVA

4:00PM – 4:45PM

A Better Employee Culture Is Equal to a Better Patient Experience
Liz Presson, Digital Media and Community Strategy Lead, OTICON MEDICAL

4:45PM – 4:45PM

Day One Concludes

Day Two

Tuesday, June 6, 2017

8:15AM – 9:00AM

Registration and Continental Breakfast

HEALTHCARE

9:00AM – 9:15AM

Chair’s Recap of Day One

Randy Hutchison, Director, Patient Experience, GEISENGER HEALTH SYSTEMS

9:15AM – 10:00AM

Go Beyond Surveys to Understand the Differences Between Patient Catering and the Patient Experience

J. D. Saliman, M.D., Orthopaedic Surgeon, CEDARS-SINAI HEALTH SYSTEM

10:00AM – 10:45AM

Employee Engagement in the Patient Experience at Penn Medicine

Karen Rivera-Gorski, Senior Organizational Development Consultant, Patient Experience, PENN MEDICINE

PHARMACEUTICAL

9:00AM – 9:15AM

Chair’s Recap of Day One

Luther T. Clark, Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK

9:15AM – 10:00AM

The Importance of Patient-Centered Research in Patient-Focused Care in Drug Development

Jennifer Horonjeff, Officer, Patient-Centered Outcomes Research, HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN; Consumer Representative, FDA

10:00AM – 10:45AM

Address Patient Quality of Care Through Partnerships Across Pharma, Organized Customer Groups (Managed Care) and Patients

Jeanille Gatta, Customer Experience Leader, Market Access and Patient Strategies, ASTRAZENECA

10:45AM – 11:15AM

Networking Break

11:15AM – 12:00PM

Transform the Patient Experience Through Improved Communication

Tiffany Burnett, Director of Patient Experience, MOUNTAINSTAR HEALTH

11:15AM – 12:00PM

Discuss Best Practices for Successfully Steering Multiple Stakeholders Through the Continuum of Care

12:00PM – 1:00PM

Luncheon

1:00PM – 1:45PM

KEYNOTE Reinventing Patient Experience: The Patient as a Care Team Member
Joan Kelly, Chief Patient Experience Officer, NYU LANGONE HEALTH SYSTEM

1:45PM – 2:30PM

Understand the Role of Technology in Creating Your Patient Experience Strategy
Claudine Cangiano, Senior Director, Corporate Patient and Customer Experience, NORTHWELL HEALTH

2:30PM – 3:00PM

Networking Break

3:00PM – 3:45PM

Create a Strategy to Understand the Voice of the Patient and How to Best Utilize It
Jennifer Horonjeff, Officer, Patient-Centered Outcomes Research, HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN; Consumer Representative, FDA

3:45PM – 4:30PM

Leverage Consumer Insights to Redefine Your Patient Experience Strategy
Lauren Goodman, AVP, System Director Market Research, Strategic Marketing, CHRISTUS HEALTH

4:30PM – 4:45PM

Co-Chairs’ Closing Remarks

4:45PM – 4:45PM

Conference Concludes


Faculty


Brent Bowman
Vice President, Strategy, Patient Experience, KAISER PERMANENTE



Keith Boyle
Director of Patient Experience, HENRY MAYO NEWHALL HOSPITAL


Tiffany Burnett
Director of Patient Experience, MOUNTAINSTAR HEALTH


Claudine Cangiano
Senior Director, Corporate Patient and Customer Experience, NORTHWELL HEALTH



Luther T. Clark, Executive Director, Cardiovascular, MERCK

Luther T. Clark, M.D., FACC, FACP
Global Director, Scientific Medical and Patient Perspective, Office of the Chief Patient Officer, MERCK



Jeanille Gatta
Customer Experience Leader, Market Access and Patient Strategies, ASTRAZENECA


Lauren Goodman
AVP, System Director Market Research, Strategic Marketing, CHRISTUS HEALTH


Franck Gressier
Head R&D Clinical QA, PIERRE FABRE



Tom Haskell
Global Head of Data Analytics, KANTAR HEALTH



Jennifer Horonjeff
Officer, Patient-Centered Outcomes Research, HERBERT AND FLORENCE IRVING MEDICAL CENTER, NEW YORK PRESBYTERIAN

Consumer Representative, FDA


Randy Hutchison
Director, Patient Experience, GEISINGER HEALTH SYSTEMS


Maria Karalis
Senior Project Manager, Immunology Patient Care and Innovation, Global Marketing and Commercial Operations, ABBVIE


Joan Kelly
Chief Patient Experience Officer, NYU LANGONE HEALTH SYSTEM



Debra Mayo, PharmD, MHA
Vice President, Global Scientific Communications, TEVA



Susan Osborne, System Director Patient and Associate Experience, CHRISTUS HEALTH

Susan Osborne
System Director Patient and Associate Experience, CHRISTUS HEALTH



Liz Presson
Digital Media and Community Strategy Lead, OTICON MEDICAL



Karen Rivera-Gorski
Senior Organizational Development Consultant, Patient Experience, PENN MEDICINE (UNIVERSITY OF PENNSYLVANIA HEALTH SYSTEM)

view speaker profile


J. D. Saliman, M.D.
Orthopaedic Surgeon, CEDARS-SINAI HEALTH SYSTEM


Geoff Taylor
Director, Clinical Quality Assurance, EISAI


Julia Waring
Document Manager, Clinical Operations, INTERCEPT PHARMA EUROPE



Please contact the event manager Marilyn below for the following:
- Discounts for registering 5 or more participants.
- If you company requires a price quotation.
Event Manager Contact: marilyn.b.turner(at)nyeventslist.com
You can also contact us if you require a visa invitation letter, after ticket purchase.
We can also provide a certificate of completion for this event if required.

NO REFUNDS OR TRANSFER ALLOWED ON REGISTRATIONS
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Hyatt Regency Jersey City on the Hudson

2 Exchange Place

Jersey City, NJ 07302

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