Why consumer experience is top of mind for healthcare professionals

New KLAS research shows how patients are becoming savvy consumers and have changed their expectations for care delivery and why health systems are hiring consumer experience experts from outside of healthcare to improve patient experience.


Episode 4, session 1: Why consumer experience is top of mind for healthcare professionals

Rebecca Hammond, a vice president at KLAS and an expert in consumer research, joined Health Data Management’s CEO, Mitchell Josephson, in episode 4 of the HDM KLASroom: Traversing the Patient Ecosystem to discuss new patient experience research from KLAS and the trend of health systems hiring consumer experience experts from outside of healthcare. 

Watch this video to learn: 

  • About recent patient research that indicates what types of technologies patients want to engage with most during care delivery 
  • What technologies providers are leveraging most to deliver a better patient experience   
  • Why consumer experience experts from outside of healthcare are being hired by health systems to improve the patient experience 

This series is made possible by the generous support from:

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About Episode 4 

This video was featured in Episode 4 of the HDM KLASroom: Traversing the Patient Experience Ecosystem. Episode 4, entitled, “Pioneers in Consumer Engagement,” included discussions with leaders from the Camden Coalition, Medical University of South Carolina, KLAS, Cedars-Sinai, Feedtrail, findhelp, Novant Health, Trinity Health and the University of Richmond. Sessions from this episode include:  

  • Why consumer experience is top of mind for healthcare professionals today – New KLAS research shows how patients as savvy consumers have changed their expectations for care delivery and why health systems are hiring consumer experience experts from outside of healthcare to improve patient experience.  
  • Leveraging consumer engagement best practices from outside of healthcare – patient experience experts from Cedars-Sinai, Novant Health, Feedtrail and the University of Richmond share how patient experience data can be leveraged to understand gaps in care, how experiences differ by segment and patient population and how they are beginning to tailor engagement to the individual patient.  
  • Using data to understand the full scope of patient needs – representatives from Trinity Health, Camden Coalition and findhelp are increasing community engagement, empowering providers to utilize social determinants of health data, and connecting patients to resources to improve outcomes. 
  • Why a robust patient and family-centered care program is critical to MUSC’s success – the patient experience conversation is transcending historical levels in health systems and making it a top priority for chief executives like the president of the Medical University of South Carolina. David J. Cole, MD, and other leaders from MUSC share how patients are their guiding light in multiple programs and how that focus improves outcomes. 

View all content from the KLASroom Series - Traversing the Patient Experience Ecosystem.