Patient Family & Community Engagement | Pediatrics

Getting CLUED IN to the Patient Experience

Jane Mericle, Chief Nursing Executive, Nemours – A Children’s Health System
Lou Carbone, Founder and CEO, Experience Engineering

Quality issues in healthcare have been center stage for some time. Many hospitals are making investments in process improvement, and they are using patients/families as a sounding board and integrating their feedback in hospital design. Organizations use this customer insight to change how they think about the customer experience and build the customer experience accordingly. This presentation will explore how this insight is changing the way patient experience is designed, delivered and managed.