#HIMSS18 #DesignDispatch: How Do You Scale Up a Customized Patient Experience?

By Adam Bazer, senior manager, health information systems, HIMSS North America

Providing healthcare services today can be filled with paradoxes:

  • How do you take something as intimate and personal as a patient’s experience with their healthcare, and at the same time design new healthcare models, products and services scaled to care for entire patient populations?
  • How do you ensure that each patient’s experience with the customer service you provide is at least as good as the clinical care you provide?
  • How do you enable human-driven strategies through enabling technologies?

During their March 6 education session, Scaling a Customize Patient Experience, Sanjay Shah, director of strategic innovation at Dignity Health, and Royal Tuthill, chief transformation officer at Docent Health, present a case study for how one health system is using technology-enabled, human-driven strategies to develop enduring relationships focusing on maternity patients. Topics of discussion include:

  • How technology was used to build customized patient experience journeys
  • How data from patient surveys and the electronic health record was analyzed to anticipate needs and preferences
  • The results from the pilot program
  • Learnings on implementing and scaling such a program across the enterprise

Other March 6 Design-Related Items to Check Out

  • ONC Townhall: Join the leadership team from the Office of the National Coordinator for Health Information Technology (ONC) in an interactive session, engaging the audience in an open dialog about ONC’s efforts to improve interoperability and reduce clinician burden.
  • Engaging and Empowering Patients: Redesigning Patient Care: Jonathan Ringo, president and chief operating officer of Sinai Hospital of Baltimore and Trish Birch, senior vice president & global practice leader at Cognizant Technologies, will discuss how the Maryland-based health system transformed care coordination and the patient experience by implementing a patient engagement and care coordination platform supported by a fully enabled virtual care team.
  • Improving Healthcare Through Co-Design: Julie Rish, director, best practice, office of patient experience, and Susannah Rose, scientific director, office of patient experience at Cleveland Clinic will share how the clinic co-designed partnership with patients, support persons and employees to support a vision of “Patients First” and providing relationship-centered care. It will detail specific steps taken to co-design partnership that puts patients and caregivers at the center, strategies utilized to capture core values, features of the co-designed program, unexpected elements and future directions.

Download the HIMSS HIT UX Community HIMSS18 Suggested Session Schedule