USING PATIENT EXPERIENCE TO DRIVE IMPROVEMENT AND DIFFERENTIATE IN YOUR MARKET

In a dynamic, heavily competitive market, the challenge is to deliver on key strategies in an impactful way to differentiate. Learn how Centura Health, through a newly defined patient experience, was able to improve access to care, promote wellness and preventive care, and create systems of care in a provider leveraged team-based environment in a way that was operationally efficient and financially sustainable.

Centura Health, in partnership with ERDMAN, was able to imagine and define a new consumer experience, plan the physical and operational environment to support it, and address the operational, technological, and cultural gaps to deliver a new strategic patient experience model. Discover the steps and processes Centura Health went through to implement it. This session will share survey, operational, and financial data on successes, failures and lessons learned since opening a series of centers in the fall of 2014.

Presenters: Kevin Jenkins, MHA; MNDOG Vice President of Ambulatory Care, Centura Health and Rustin Becker, Executive Vice President, ERDMAN