Technological innovation has rapidly transformed the field of patient experience, but it’s easy to forget that people, not technology, are at the heart of it. Despite the exciting advances, it’s essential to pause and reflect on what truly drives patient experience: the people.
Join David Weisman, an advocate for people-centric care, as he directs attention back onto the human element of patient experience. The fundamental question will be addressed: “What is patient experience, and how do we ensure it remains human-centered in a tech-driven world?”
Many healthcare organizations have goals for improving Patient Experience (PX) across their websites and mobile apps. To do this effectively, brands must build better approaches to understanding and remembering consumers and their preferences, even when they aren’t logged in. While that is the utopia, the reality is that many organizations will take different paths as they sort out the gaps, challenges, and roadblocks they face when trying to build a program focused on building better experiences for their patients, all while ensuring they stay HIPAA-compliant.
This session will give you some insight into:
C-Suite executives need to be convinced of the value of PX initiatives, though it’s not always possible to present its quantifiable impact. Finding a way to demonstrate value and ROI is essential for receiving investment into initiatives.
During this panel, leaders will explore strategies to effectively communicate the value of PX to C-Suite and prove its business impact. This discussion will cover:
AI is rapidly evolving from a tool of automation to a strategic partner in care delivery. For PX leaders, this shift holds the potential to reduce cognitive burden, streamline workflows, and enable physicians to spend more meaningful time with patients.
In this presentation, Lloyd Fobi of St. Charles’ Health System will explore the current stage of how AI, when built with human-centered design at its core, is transforming the patient experience. By sharing their journey, he’ll examine how AI can move beyond data processing to support strategic decision-making, and what it takes to make consumer-centric, actionable data a reality.
In contact centers, patients often have different preferences when it comes to interaction – some prefer self-service digital solutions, while others need the empathy and guidance that only a human agent can provide. This creates a challenge in determining how to effectively blend automation with human support. When patients are directed to their non-preferred channel, whether automated or human, it can lead to frustration and a poor experience.
In this think tank, we will discuss whether there is the ‘perfect’ balance between technology and human interaction in a contact center and, if so, how it can be achieved. In what way can we consider the creation of flexible systems that adapt to patients’ needs in real time?
In this session, Vanessa Mona, a seasoned healthcare executive with a passion for data-driven decision-making, will share her insights on how her team leverages their performance scorecard to pinpoint opportunities across the health system. During this session, Mona will cover how she and her team enables continuous improvement through standardization, data capture, predictive modeling, and governance.
Key Takeaways:
· See examples of how this process has made improvements in bedside shift reporting, food services, and communication processes
· Discover the team structure, tools, and processes that enable proactive execution
· Understand how these processes lead to improvements in quality and satisfaction score
Join technology experts and healthcare specialists for an engaging and insightful think tank session, hosted by PolyAI, where we will delve into the transformative potential of AI in improving patient experience. While AI holds immense promise for revolutionizing patient care, it is crucial to acknowledge its current limitations and work towards practical success.
This session aims to bridge the gap between potential and reality, providing actionable insights and fostering a community of forward-thinking healthcare professionals.
By joining this session, attendees will:
Discover how healthcare organizations are enhancing patient engagement through AI integration with Amazon Connect. This session demonstrates practical applications of generative AI and machine learning capabilities that help improve patient experience throughout the care journey. Using Amazon Connect, healthcare organizations are addressing key challenges in patient engagement while optimizing operational efficiency. We'll share real-world examples of healthcare organizations using these technologies to prevent revenue loss, enhance staff productivity, and drive better health outcomes. The session focuses on actionable strategies that support healthcare organizations in achieving their quintuple aim objectives through intelligent patient engagement. You'll gain insights into how these solutions help improve patient experience, reduce costs, and strengthen care coordination across your healthcare operations
Healthcare innovation can transform the patient experience when we move beyond outdated strategies, remember the humans, and don’t settle for results that don’t quite hit the mark. Join us to poke holes in the way things have always been done, dream about better ways of working, and engage insights and case studies that drive people-first change in healthcare. We’ll explore the possibilities when the right people engage the right problem in the right way at the right time - thinking bigger and bolder about how non-traditional CX strategies can drive better business results.
Ensuring equitable patient experience is essential to addressing the diverse needs of patient populations. PX leaders must develop strategies and solutions that reflect and accommodate this diversity, fostering an inclusive environment where every patient feels valued and cared for. Improving PX goes beyond enhancing satisfaction – it involves identifying and addressing the equity-related barriers that patients face.
This think tank will focus on the dynamic relationship between PX and health equity. Explore how PX can serve as a vital tool for measuring equity outcomes, and how integrating equity into PX strategies can lead to a more comprehensive, patient-centered care.
Patient feedback allows organizations to ask the specific questions they need answered, but declining response rates limit its effectiveness. Alternative interactions may provide a wealth of data that can be taken advantage of, despite not being specifically designed to gain insight.
This panel session will discuss where organizations can best gather actionable insights and explore how to tap into the sources available. Learn:
In today’s patient-centric healthcare environment, creating seamless, personalized, and efficient interactions is more critical than ever. Intelligent cloud communications are emerging as a game-changer, redefining how healthcare providers interact with patients and transforming every step of the patient journey.
From the first appointment inquiry to post-visit follow-ups, cloud-powered tools such as AI virtual agents, omnichannel contact centers, and conversation intelligence are streamlining communication while delivering exceptional patient care. These technologies enable providers to offer personalized, efficient, and meaningful engagements—anytime, anywhere.
Join us to gain actionable insights into:
This session will empower patient experience leaders to transform their patient journey, improve satisfaction, and elevate care delivery through advanced, secure and intelligent communications.
Telehealth has presented a transformative opportunity to improve healthcare access for underserved populations. Yet, reliance on technology introduces new challenges, including limited digital literacy, inconsistent internet access and lack of familiarity with telehealth platforms. Offering telehealth services without strategies in place to combat these challenges will only impact the desired outcomes.
In this think tank, we will discuss:
Join this presentation to learn how building a branded, holistic operating system can drive meaningful change, enable transparency and empower staff to focus on delivering better care and experiences.