Cathy Lee, Corporate Vice President for Patient Experience at McLeod Health, explains the disciplines of a modern patient experience program and her innovations in the space.

Digital ethnography observes healthcare decision making on community message boards. These insights bring a more distinct ‘voice of the customer’ to shape marketing and service delivery.

Why are marketing tools, techniques and approaches so important to transforming healthcare? Zeev Neuwirth, MD says, “The field, in my estimation, that really understands what people want and need is the field of marketing.”

Can health systems engage consumers digitally to improve quality, cost and satisfaction? According to Mark Jannone, Senior Director, Banner Health’s Banner Innovation Group, the answer is a solid, “Yes.”

Can we safely delivery care at home for medically complex, elderly patients rather than in a hospital or other acute care institution? Paul Kusserow, president and CEO of one of the largest home health providers in the counter and former Medicare Advantage health plan executive, explains how, why and when.

Corina Tracy, a leading expert on death & dying, describes end of life care innovations. Beginning her career as a hospice nurse, Tracy is now chief operating officer of large hospice care provider Compassus.

Johnson and Marggraff discuss their respective innovations using two-way text messaging to improve health status and chronic conditions across a wide range of diagnoses. Mobile apps, fitness watches consumer EHR portals and other digital health solutions achieve 1 - 10% user adoption.