Silence is Not Golden: Amplifying Patient Voices for Delivering Effortless Experiences

• Sven Gierlinger | SVP & Chief Experience Officer | Northwell Health
• Joseph Narvaez | AVP, Business Intelligence, Patient Experience | Northwell Health
• Carolyne Burgess | AVP, Digital Research & Analytics, Consumer Digital Services | Northwell Health

In New York’s highly competitive healthcare provider market, home to some of the world’s most advanced medical facilities and professionals in the world, it can be difficult to differentiate yourself in the eyes of patients and consumers. Northwell Health is built on a strong foundation of quality care, outcomes, and experience delivery. To further differentiate itself in the marketplace, Northwell is looking to consistently deliver the ‘easiest’ experience possible to the communities it serves. This session will share how the Northwell Office of Patient & Customer Experience (OPCE) and Consumer Digital Services (CDS) have developed a holistic strategy for measuring, understanding, and eliminating human effort as a means of driving improved satisfaction and long-term loyalty. Also covered, will be the critical role that the Press Ganey Human Experience (HX) platform has played.