Hospitals have long relied on clinical excellence to differentiate their offerings to attract and retain patients. However, service and experience are beginning to play bigger roles in healthcare. Increased market competition, the ubiquity of social media sites like Yelp, increased patient choice, and emphasis on patient satisfaction instruments like HCAHPS have compelled more organizations to emphasize a positive, holistic patient experience to engender customer loyalty and drive revenue growth.
2 years ago, Docent Health was created to tackle these issues. As we grow, we strive to imbue the values we operate by as a company, into our product. During this session, Co-Founder/SVP Royal Tuthill and COO Monna Nanavati will present a case-study for how one health system is using technology-enabled, human-driven strategies to develop enduring relationships with patients. They will share how customer-centric design inspired their service model, and how technology is used to build customized patient experience journeys; how data from the EHR and ancillary hospital applications is aggregated and analyzed to anticipate customer needs and preferences; the results from a pilot program; and learnings on implementing and scaling such a program across large health systems.
Join us as we go through this journey together, and learn how our strong collaborative workplace culture leads us to our data-driven insights which ultimately fulfill our mission: To enable health systems to deliver rich and meaningful customer experiences, by ensuring that customers feel known, valued and heard.
Directions:
We are easily accessible by the T. Our office is on the same block of Boylston as the Arlington T Stop (all Green lines). Please check in at the lobby with a photo ID and head up to the 4th floor. Our office door is marked with our name, right outside the elevator bank.
