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Customer Experience

4 NGPX Sessions You Can’t Miss

by Duff Anderson, on Nov 21, 2018

When it comes to the Healthcare industry, one of the hottest topics being discussed is the Patient Experience. On November 27-29, 2018, the NGPX conference in San Diego will bring this topic to the forefront.

The Patient Experience (PX) encompasses every step of the patient journey, from the first website visit all the way to post-visit care, on all your online or offline touchpoints. In other words, there is an immense amount of interactions that can potentially shape a patient’s experience and, consequently, their opinion of a medical center.

The NGPX (Next Generation Patient Experience) conference will bring together hundreds of senior-level healthcare professionals and host a number of great sessions to discuss and share their insights on how to better the experiences of their patients.

iperceptions is excited to be attending this year’s conference, and I’m also personally excited to be chair for one of the tracks during the conference. With the abundance of great sessions that will be taking place, I wanted to share four of the many sessions that I’m particularly looking forward to seeing at this year’s conference.


The Impact of Consumerism And Technology On Healthcare

59 percent of U.S. consumers now expect their Healthcare digital customer experience to be similar to that of retail. Coupled with the continuous flow of accessible technologies within their grasp, this opens the door to ever-increasing expectations that healthcare organizations must continually try to stay on top of.

One of the first sessions of the conference is hosted by Brent Bowman, VP, Strategy & Patient Experience at Kaiser Permanente, who will share his thoughts on the ‘uncertain future’ that these trends are leading towards. This session should provide an interesting perspective on the future of the Patient Experience based on Brent and his team’s experiences on the matter.


Why Improving The Human Experience Should Be Our Goal

What someone does, and their perception of whether they were successful in doing what they wanted, is driven by their priorities. These priorities determine their needs and expectations, and as a result, shape their perceptions of their experience within a given interaction with your organization. To design a great experience, PX professionals must understand the ‘context’ behind every interaction – what drives someone to do what they do – and determine how the needs of patients, family members, caregivers and other key stakeholders differ at each stage of the patient journey.

Thomas G. Howell, MD of the Mayo Clinic Health System will examine the need to think about the experience in the context of connecting the priorities between patients, their families and staff, and that of your own organizations values, which in turn can help you better determine how you can improve the ‘human experience’. I am also excited about this Day 1 session because it will also touch on leveraging metrics to measure the impact of the improvements you put in place over time.


The Evolution Of Patient Feedback

As much as we may hate to admit it, none of us are mind-readers. PX professionals have access to an abundance of data sources that tell them what patients do throughout their patient journey. However, patient feedback is key to uncovering why they do what they do, and gives a much-needed glimpse into the mind of patients to determine what works, what doesn’t, and what you can do to improve their experiences.

On Day 2 of the conference, Alan Dubovsky, Chief Patient Experience Officer at Cedars-Sinai Medical Center, will share his organization’s experience with patient feedback. I look forward to seeing how Alan and his team benefit from connecting multiple data sources and how it allows them to better guide their organization’s efforts in designing better patient experiences.


Leveraging Data for Actionable Changes

As with any data source, patient feedback is only as valuable as what you do with it. Collecting the voice of the patient throughout the patient journey is an important initiative for any healthcare organization. However, where PX professionals can find the true value of this data is in how it can help their organization align and take action quickly so they can always improve the patient experience.

Aaron Davis, Chief Experience Officer at UMC Health, will host a session that focuses on the importance of collecting patient data, and how it can be leveraged by PX professionals to drive strategic decisions within organizations. This session will be part of Track B during Day 2 of NGPX (“Predictive Analytics, Data & Technology for Improved Experience”), for which I am excited to be chair.


Come meet the iperceptions team

If you are attending this year’s NGPX conference, make sure to drop by Booth 310 and say hi to the iperceptions team, and how we can help you capture the Voice of the Patient across the patient journey, so you can get the insights you need to deliver great patient experiences.

If you can’t make it to this year’s conference but want to learn how iperceptions can help your healthcare organization, be sure to book a demo with us!


Banner image source: Headway on Unsplash

Duff Anderson
Duff Anderson

Duff Anderson is a visionary in Voice of the Customer research with over 20 years’ experience.

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