Session ID: 
184

What Can Healthcare Learn From Theme Parks and Museums?

2:30pm - 3:30pm Wednesday, March 11
Orlando - Orange County Convention Center
W308A

Description

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.

Learning Objectives

  • Employ experience design as a discipline and align experience and interaction design with institutional mission and values, and key performance indicators
  • Determine the right program mix and identify the appropriate resources and interaction design to fulfill organizational goals for experience management
  • Apply the principles of experience master planning to provide a rational framework to support future growth and guide decision making related to experience management in your organization
  • Illustrate the broad capacity of experience management to improve organizational capabilities and performance
  • Design a framework for meaningful experience-related research and analytics with defined, quantifiable metrics

Speaker(s)

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

Audience

CEO, COO
Management Engineer and Process Improvement Prof.
Quality Professional

Level

Introductory