Consumers are becoming increasingly influential, empowered and demanding. The maxim “the consumer is boss” has become more urgent as the digital revolution, social media, expanding choices and continuous connectivity have empowered consumers and heightened their expectations. David Duncan will share techniques from his new book, “The Secret Lives of Customers.” Dr. Duncan will discuss how to gain insight into patients’ most-important health challenges and aspirations and how to find innovative and helpful ways that consumers will value.

This session focuses on how defining standardized care strategies and leveraging live data with the EHR can identify and prioritize high-risk patients in the post-acute setting, lower avoidable readmissions, achieve better patient outcomes, and reduce cost of care.

Intentionally and routinely engaging patients and families in REaL data collection efforts allows for diverse perspectives of individuals with lived experiences to provide feedback on key processes, in addition to fostering trust between patients and organizations.