2:30pm - 3:30pm Wednesday, March 11

Location & Room

Orlando - Orange County Convention Center
W308A
Patient experience goes beyond hospitality, CAHPS scores and STARS ratings; it can support better alignment around goals of care, improved efficiency and quality of clinical operations, and higher levels of staff satisfaction. There are other industries – themed entertainment, museums and cultural attractions and retail environments -- that are able to use a combination of sophisticated technologies and human services to build deep connection and trust with their audiences, despite complex large-scale operations that must deliver value while safely serving thousands of diverse audiences daily. Like healthcare, these industries depend heavily on quality, operational performance, infrastructure and logistics for their success, but they also put equal discipline into managing the human experience of their customers and staff. Case studies will illustrate the parallels between the principles of experience design employed by industries and healthcare’s quality, performance and human experience objectives.
Speakers: 
Principal, Cultural Attractions and Research,
Thinkwell Group
Chief Medical Officer,
Centria Healthcare
Continuing Education Credits: 
ABPM
1.00
ACHE
1.00
AHIMA
1.00
CAHIMS
1.00
CME
1.00
CNE
1.00
CPHIMS
1.00