Healthcare consumer experience (aka patient experience) has undergone seismic shifts in the last two years. Technologies, processes, and strategies that many thought healthcare would take a decade to adopt have taken hold in the last 48 months. And with 58% of patients saying their service expectations are higher than they were a year ago, providers must continue to evolve how they deliver a better patient journey.
This fireside chat brings together Steve Leaden, a veteran leader in designing enterprise communication strategies for some of the leading healthcare organizations in the US with his independent consulting firm Leaden Associates, and Patty Hayward, head of provider and payer strategy at Talkdesk. They share emergent trends in patient experience, recent research from patient and PX leader surveys, and examples of how providers are looking outside the 4 walls of the hospital to impact the complete patient experience before and between visits.
