Michael A. Pizzano, MAS Vice President, New Jersey Hospital Division CareOne Management, LLC Advisory Board Member, Rutgers University

Transcription

1 Michael A. Pizzano, MAS Vice President, New Jersey Hospital Division CareOne Management, LLC Advisory Board Member, Rutgers University

2 Differentiate Your PX Strategy with Our Healthcare Customer Experience Certificate Program Together, we can make the difference...

3 TOPICS The Changing Healthcare Experience The Empowered Patient Profitability and Your Bottom Line PX-CX Framework Taking Action with Rutgers!

4 Historically, Loyalty to Healthcare Providers Was a Given... But, now experience is a core differentiator and no industry is exempt. Delighting patients with a frictionless and seamless experience remains a challenge.

5 Healthcare is Held to High Standards in Satisfaction Scores But, beyond this -so much more impacts the patient journey. As business leaders, we need to make sure attention, budget and mindset is focused in the right areas.

6 Great Experiences are Intentional & Emotional The face-to-face and emotional nature of healthcare requires patient journeys to be handled with care... Every touchpoint on the patient s journey is paramount.

7 Enter the Empowered Consumer Patients are aware of the power they now possess. They use it to their advantage when choosing hospitals and interacting with healthcare brands. Consumers no longer expect good patient experiences, they demand excellence.

8 Patient Experience Includes All Interactions Across the Healthcare System Interactive care provided by doctors, nurses and staff in health systems, physicians and specialists in other health care facilities, and more. Are you adding or subtracting value along the overall patient journey?

9 Patient Experience Isn t Only About Loyalty It s about driving profitability. Studies show that Experience Leaders generated an average annual return which was nearly 3x that of Laggards.* * Customer Experience ROI Study 2017 Watermark Consulting

10 Are You Playing Catch Up? Providers can no longer afford to look at interactions in isolation. They must understand the whole patient experience, and that of their loved ones. You may already be playing catch up and not even realize it!

11 Introducing the Rutgers Healthcare Customer Experience Certificate Program Cut through the noise. Simplify and gain clarity of the latest in technologies and experience innovations that will add value to your patient s journeys.

12 The Rutgers PX Framework Patient experience initiatives rely on different teams interacting with each other. Success depends on an actionable, supporting framework. Setting a framework that your entire organization can understand is vital to ensure buy-in, sustain momentum and drive change.

13 Break Down Silos by Soliciting Empathy Simply showing data isn t enough to drive change throughout your culture. Use patient experience techniques to tell the full story -so that others will listen.

14 Show Tangible Business Value Fast Understand the connection between the patient experience, acquisition, retention, markets, day-to-day business operations and ultimate profitability. Use patient feedback to reach business goals, grow revenue, retain customers and boost brand perception.

15 First Step -Send Your Team to Rutgers! Having your entire leadership team complete the Healthcare Customer Experience Certificate Program sends a strong message throughout your organization.

16 The Rutgers Framework & Toolkit Program modules include: The Strategic Patience Experience Understanding Patients and Their Journeys Patient-focused Innovation Customer Journeys PX Mindset: Developing a Culture of Empathy How Leading Healthcare Providers Differentiate Their Brand Through PX Data and Measuring PX: Beyond HCAHPS Accelerate & Improve Decisions With Data Extended Patient Experience Navigating the Politics of Change

17 Evolve and Grow Through PX Set your entire organization apart. Include others in the Rutgers program to make an immediate impact. Use the same framework, talk the same language, share the same vision, with the full curriculum at Rutgers University.

18 Take Action to Become a PX Champion Drive insights and share your learning throughout your organization. Make patient experience your differentiator and part of your cultural DNA.

19 HEALTHCARE CUSTOMER EXPERIENCE CERTIFICATE PROGRAM Join the nation s first graduate-level Healthcare Customer Experience Certificate Program! Learn more at cx.rutgers.edu and contact us