Patient Experience Turned Upside Down

29th Sept 2021  1 PM (EST)  

Webinar Overview

When Cris Ross (Mayo Clinic CIO) and Ed Marx (former Cleveland Clinic CIO) helped guide their organizations through digitally enabled patient experiences, little did they know that they would soon be the benefactors. Both struck with multiple life-threatening illnesses, they learned firsthand the key ingredients for a great patient experience. They both changed their mindset and gameplan to influence their respective organizations on how to turn patient experience upside down.

Given their experience as patients and healthcare executives, they decided to publish a yet to be titled book on patient experience. When Mayo Clinic Press and Simon & Schuster became involved, the book's focus changed 360. Rather than another patient experience book for healthcare, the book is aimed at the retail market for the average consumer. Everything they need to know to ensure a great patient experience no matter what facility they utilize nor their demographics or social determinants. The book contains an easy to understand model that anyone can understand to help them simplify our rather complex healthcare system.

While not a textbook, Cris and Ed did a fair amount of research to include focus groups with patients of all backgrounds. Knowing that their experience serving at global academic centers provided keen insights, it was not transferable to other kinds of hospitals and health systems. Filling this gap, Cris and Ed also conducted focus groups with numerous CIO's from small and medium sized organizations to get a well rounded perspective. The book does end with a chapter for healthcare and contains a checklist of sorts of everything you can do as a health organizations to help ensure the best experience for your patients.

Key Learning Outcomes

• Learn a customer friendly framework for patient experience success
• Hear the voice of the customer
• Understand the one key attribute common to the majority of great patient experiences
• Define 3-5 attributes of a checklist every hospital should incorporate regardless of size

Key Speakers

Ed Marx,
Chief Digital Officer at The HCI Group
Marx is a leader in the healthcare industry and former CIO at some of the nation's largest health systems. Author of the 2019 best seller "Voices of Innovation" and co-author of "Healthcare Digital Transformation", publishing in May. He was Chief Information Officer at Cleveland Clinic, where his responsibilities included digital solutions as well as information technology. Prior to joining Cleveland Clinic, Edward served as the CIO for The Advisory Board, Texas Health Resources and University Hospitals.

Christopher Ross MBA,
Chief Information Officer at Mayo Clinic
Christopher Ross is currently the Chief Information Officer of Mayo Clinic. Prior to that, he was Executive Vice President and General Manager of the Clinical Interoperability business for Surescripts. He has 28 years of diverse experience in healthcare, information technology and government. He serves on the Health and Human Services Health IT Standards Committee, the Markle Foundation Connecting for Health Steering Committee, and previously served on the Patient Centered Primary Care Collaborative and the CDC’s National Biosurveillance Advisory Subcommittee. Before Surescripts, Cris most recently was Executive Vice President for Product and Information Services and Chief Information Officer for CVS/MinuteClinic, the pioneer and leader in retail-based healthcare. Cris holds a BS degree in Economics from the University of Minnesota and an MBA from the Yale School of Management. He serves on the Boards of Directors of the Walk-In Counseling Center and Central Presbyterian Church.