How to Build a Consumer-Centric Organization That’s Getting Healthcare Right

As an industry, we’ve lost ground in patient and consumer confidence. One study published in JAMA Network Open, “Trust in Physicians and Hospitals During the COVID-19 Pandemic in a 50-State Survey of US Adults,” found that the proportion of adults reporting high trust in physicians and hospitals fell from 71.5% in April 2020 to 40.1% in January 2024. This trend coincides with the Centers for Medicare & Medicaid Services’ intention to double down on the tenets of value-based care (patient-centered care delivered in a cost-effective way). The message for healthcare organizations is clear: It’s time to get intentional about restoring that trust and confidence even as we intensify efforts to activate patients and consumers to take greater responsibility for their health, to push for earlier detection and to move at warp speed toward alternative payment models.

In this session, Mark Clement, president and CEO of TriHealth, explores how organizations can move in this direction. He has a proven track record: An independent study released in 2025 by brand experience agency Monigle shows that TriHealth is the number-one brand in Cincinnati, the number-one brand in Ohio and the number-five brand in the United States. Clement will share TriHealth’s experience and insights on building a consumer-centric healthcare organization.

Participants will discover:

• Key insights from TriHealth’s playbook for becoming the market’s preferred provider and delivering a world-class consumer experience


• Why it’s crucial to truly understand your consumers’ wants, needs and expectations


• How to meet patients where they are and the way they want to receive care (Clement calls this “exquisite access”)


• Best practices for creating a culture where caregivers really see and hear patients


• How TriHealth’s powerful brand promise “Be Seen, Be Heard, Be Healed” is operationalized and connects to value-based care


• Tips for restoring trust and getting healthcare right


• Tactics for creating care models that engage and activate patients to embrace healthier living