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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

24H – Patient Experience: The Strategic Heart of Healthcare Leadership

Monday, March 23rd

About the Session

This session will help leaders reframe their thinking on the healthcare experience through establishing a common understanding of what patient experience is and what it encompasses. Participants will explore and discuss key research points from the perspectives of consumers about what is important to them and ultimately, what will influence their healthcare decision making now and in the future. Presenters will compare these ideas with the insights of high-performing healthcare organizations on what enables them to excel at providing an excellent patient experience. Attendees also will explore the eight strategic lenses of the Experience Framework and the opportunities they present for healthcare leadership in general and specifically, for each participant’s organization. Additionally, presenters will identify key resources and ideas that will enable participants to build a personal plan that can be further expanded with teams in their organization as they develop their own individual experience roadmap.

Learning Objectives:

  • Describe the integrated definition of patient experience and the core strategies to address the human experience as the strategic heart of healthcare today.
  • Discover consumer perspectives of and influence factors on patient experience and identify the key levers that can support leaders in driving experience excellence.


Presented By

Jason A. Wolf, PhD, CPXP

The Beryl Institute