It is time to reframe our thinking on patient experience and reinforce the core strategies driving the human experience excellence at the heart of healthcare today. In acknowledging that every person has the potential to impact the human experience in healthcare, we will look at the foundational concepts of experience, what it matters and the impact it can have. We will identify the common themes and opportunities found in looking at the patient experience movement from a global perspective, the implications for action and the opportunities for leadership will be revealed. This will reinforce the connection of quality, safety and service in driving the best in overall experience for all who serve in and are served by healthcare. Be prepared to challenge your thinking, explore new ideas and walk away reignited to engage in the global effort to achieve patient experience excellence.

Engage with the findings of The Beryl Institute’s 2018 Consumer Study and the implications for patient experience efforts reflected through the insights of 2000 consumers from across four continents. In understanding what consumers expect from healthcare and how they will make healthcare decisions, organizations can begin to build true strategies to meet the needs of those they serve and ultimately achieve the outcomes they aspire to.

Explore the framing of patient experience and why now more than ever it must be a critical focus for healthcare leaders. In clarifying the broad and integrated nature of experience and understanding what a focus on experience can help achieve, participants will reinforce the opportunities present in the experience era healthcare now finds itself. The critical idea is that experience is not about a series of either/or, but rather found in the power of “&”. Through reviewing the most recent state of patient experience and hearing from the voices of patients and providers themselves, participants will take away new insights and inspirations for how they will lead and engage with others.