Session Details
Date & Time
Monday, September 14, 2026, 2:20 PM - 3:00 PM
Name
07. How to Meet Rising Consumer Experience Expectations in Healthcare
Session Type
Panel
Speakers
- Amy Gutman, MD, FACEP, Founder and Chief Executive Officer, ToughLoveMD
- Ann-Marie Yap, CHCIO, CDH-E, Executive Director, Technology and Digital Solutions, Stanford Health Care and School of Medicine
- Anu Melville, Director, Access and Patient Experience, Northwestern Medicine
- Mohammed Abdelaziz, MD, MPH, Hospital Medicine Medical Director, Bon Secours Mercy Health
- Scott Paddock, Senior Vice President, External Affairs, Silver Cross Hospital
Description
Patient expectations are evolving faster than ever. This panel explores strategies for health systems to enhance the consumer experience, from digital access and personalized communication to seamless care coordination. Leaders share insights on leveraging technology, process improvements, and staff engagement to meet rising demands, boost satisfaction, and strengthen loyalty across the care journey.