Patient No Longer: How You Can Lead the Consumer Revolution in Healthcare (113X)

It has been a quarter century since Through the Patient's Eyes redefined the field of medicine by introducing the need for patient-centered care. Providing a stellar patient experience is vital, but these experiences are increasingly joined by expanding virtual care options and consumers who are paying more than ever for their care. What has this done to the original mission of patient-centered care? Have our efforts to improve the patient experience made a difference? These are two of many questions begging for an answer, and the new edition of Patient No Longer will answer them, as well as provide lessons learned from COVID-19 and proposed actions to move forward in faster, more effective and innovative ways. This session will pressure-test patient-centered care in the COVID-19 era, track the seismic shift from patient to consumer, and posit where healthcare needs to go next.