Daimon Caulk

VP of Experience and Creative Director Mediabarn

As part of Mediabarn's healthcare practice, Daimon leads customer and member experience design for our clients, directing a team across service design, UX research, product design, and art direction. His current work centers on enterprise journey management, member-facing digital products, and the design system infrastructure that keeps experience consistent across a large health system and its health plan. He brings 25 years of experience design leadership to healthcare. He founded Modal Agency in 2001 and ran it for 17 years, holding contract creative director roles with Marriott International and Hilton, and serving as creative lead on USPS through AKQA. He later built Slalom's Washington, DC experience design practice to roughly 60 consultants, specializing in digital transformation. Daimon holds an MBA from WGU and a BFA from Virginia Commonwealth

CX Healthcare Exchange East - Day 1

5:30 PM Roundtable: Beyond the Score - Understanding the Patient Experience HCAHPS Can’t Capture

HCAHPS provides an important view of patient experience, but it doesn't tell the whole story. Gaining deeper insight doesn't automatically equate to more surveys or the adoption of new AI technologies. Health systems may already have access to valuable sources of patient, experience and operational data that they may be overlooking. The challenge is understanding what those sources are, what they can measure, and finding practical ways to fill the gaps.

In this interactive roundtable, we'll bring patient experience leaders together to compare approaches, share what's working and what isn't, and learn how peers are building a more complete picture of the patient journey. The discussion will explore questions such as:

• Where are HCAHPS and traditional patient experience measures leaving important blind spots?

• What are organizations doing to uncover the "why" behind their scores?

• How are peers bringing together existing patient feedback, operational data and other sources of insight?

• Where are targeted research, direct patient conversations and journey mapping adding the most value?

• How are organizations identifying and prioritizing the moments in the patient journey that matter most?

• What practical, cost-conscious approaches are producing meaningful insight without creating another major measurement initiative?

Come prepared to share your organization's experience, challenges and lessons learned, and leave with new ideas from peers facing many of the same questions.

Check out the incredible speaker line-up to see who will be joining Daimon.

Download The Latest Agenda

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