The Patient as a Consumer: How to Create Experiences Patients Actually Value

Overview:

Consumers everywhere are becoming increasingly influential, empowered, and demanding. The maxim “The consumer is boss” has become only more urgent as the digital revolution, social media, expanding choices, and 24/7 connectivity have empowered consumers and heightened their expectations. Healthcare is not immune to this trend, as healthcare systems, big tech companies, and new entrants compete to provide better experiences for patients and caregivers alike. During this presentation, David Duncan will share techniques from his new book, The Secret Lives of Customers that people working in healthcare can use to take a consumer lens on the people they serve. This includes techniques for gaining new insight into their most important challenges and aspirations related to their health, and for
finding innovative ways to help that consumers will value, including ways to make their healthcare experience even better.

Objectives:

• Understand relevance of consumer insights for healthcare.
• Learn techniques you can use to better understand your “customers”.
• Identify ways you could apply these in your daily work.

CE’s: NHA & SW

Presenter:

David Duncan, PhD, Managing Director, Innosight

Next session in this series:

• Aug 16 – Session 4: Leading a Change-Ready, Inclusive Environment

Registration:

Free for SDAHO Members: Sign in to the Member Portal and go to the Education Portal to register

$350 for Non-Members: To register for the full series, click here.