The Future of Patient Experience—Our “New Normal”

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Presented By

Jake Poore

President/Chief Experience Officer
Integrated Loyalty Systems, Inc.
About the Session

Coronavirus changed the patient experience forever. They say, “A good doctor treats the disease. A great doctor treats the patient who has the disease.” During this time of uncertainty, we couldn’t hug, shake hands or allow families to visit their loved ones, so we really had to get creative in coming up with solutions that not only put safety first but also allowed for the human connection—tailored to each person’s needs—for both patients and caregivers.

From the explosion of virtual appointments to digital outreach and new protocols, everything in healthcare has shifted in the age of COVID-19.

The silver lining is we finally brought healthcare into the 21st century. And there is now, more than ever, enormous potential to extend the care beyond the walls of the hospital so patients feel they are continued to be cared for by integrating digital and human touches that build loyalty and earn us the right to be your trusted healthcare partner.

Learning Objectives:

  • Explore the Covid-19 Care Playbook and innovative approaches used to build trust and deliver compassion while treating the disease.
  • Learn the value of building an explicit culture that stands the test of a health crisis, with processes and a framework in place to help you weather the storm.