Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences
In an effort to (re)build trust post-pandemic, many health systems are experiencing the pressure to modernize methods used to engage patients and the workforce who care for them. This trend towards an improvement-focused understanding is reflected in the greater conversations happening across our industry, including the evolved shift in understanding from “Patient” to “Consumer” and “Human” experiences.
Join us for a fireside chat with Colleen Russell, Director of Engagement for Northwestern Medicine (NM), as we explore their contemporary approach to gathering feedback across the patient and coworker journeys. Particular attention will be paid to their “Short, Modern, Smart” philosophy and methodologies used to design personalized, convenient listening experiences that prompt real-time actionability and follow-up.
Learning Objectives
– Identify common challenges health systems face within their engagement programs, including reasons for an innovative shift.
– Discover a “Short, Modern, Smart” engagement philosophy.
– Utilize storytelling to connect PX and EX data.
Speakers
Amber Maraccini, Ph.D, CPXP | Principal CX Advisor, Healthcare, Medallia
Colleen Russell, MHSA, CPXP | System Engagement Director, Northwestern Medicine
PX Marketplace webinars are complimentary.
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Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Signals to Action: Northwestern Medicine’s Journey to Humanizing Healthcare Experiences
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