Overview
HAP and 19 other state hospital associations are joining together this summer to provide four virtual presentations about creating an inclusive environment for employees and patients, compassion and trust, innovation, and valuable patient experiences. This series is designed to help leaders create and generate successes with their teams, departments, and the organization. Part 3 of this four part series will teach you about the patient as a consumer and how to create experiences patients value. CNE and ACHE credits for each webinar are available.
Webinar Overview
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. Health care is not immune to this trend, as health care systems and big tech companies compete to provide better experiences for patients and caregivers. 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.
Learning Objectives:
• Illustrate the relevance of consumer insights for health care.
• Examine techniques that will help you better understand your customers.
• Identify how these techniques can be applied.
Faculty
David Duncan, Ph.D., Managing Director, Innosight
Registration Fees
HAP Member Rate - $50
HAP Associate Member Rate - $99
Nonmember Rate - $200