Our Take-Aways From the HIMSS ePatient Summit
The opening Keynote was presented by Joe Quitoni, the Culture Transformation Director for Ritz-Carlton and my initial reaction was that I would not be that interested in listening to this presentation. However, it turned out to be an engaging 45 minutes of how Ritz-Carlton has created a world-class hospitality service and how they have empowered their employees to treat every interaction with a guest as a way to exceed expectations. It made me reflect on how our mobile app development company Appstem interacts with our customers and ways that we could also strive to exceed customer expectations.
The next speaker built on this theme of how healthcare companies can also build loyalty through exceptional service. Doug Thompson from The Advisory Board company talked about how important it is for healthcare companies to have a consumer engagement strategy that will promote long-term patient loyalty and how technology can help to deliver exceptional patient experience.
Doug further explained the benefits of virtual care and the ability to easily schedule appointments from an app or website. He drew the comparison of how easy it is to interact with Amazon and challenged the healthcare industry to strive to attain this level of frictionless engagement from search, evaluation and purchase.
The next talk featured Royal Tuthill from Docent Health along with Sanjay Shah from Dignity Health in a session entitled, “How to Design a Consumer Strategy That’s Right for Your Organization”. They explained how to structure and manage a customer experience program with well-defined goals and metrics that yield result in measurable ways, such as satisfaction scores, retention and growth.
Lunch was served on the roof and provided a great view of downtown San Jose and a chance to network with the other attendees.
The second half of the conference involved TED Talk styled segments focusing on patient driven innovation, design thinking and the Maker Movement. Design companies Mad*Pow along with IDEO talked about the importance of human-centered design and the concept of participatory design.
Then there were three different Workshop Breakout sessions that provided everyone with the opportunity to actively participate in a hands-on project.
All in all, the conference was well organized with insightful speakers and interactive sessions and I had a lot to think about on my drive home on the bucolic Route 280.
You can always contact mobile app development company Appstem with any questions you may have.
