Healthcare consumers stopped benchmarking their experience against the hospital across town. They benchmark it against banking, retail, travel and entertainment, and they expect the same convenience, transparency, personalization and communication from their care.
Most health systems were not built for that comparison. They remain organized around service lines, departments and sites rather than around how patients actually move through care. As reimbursement shifts toward value and patients hold more choice than ever, that mismatch has become a strategic problem rather than just a marketing one.
This panel brings together the chief experience officers at NYC Health + Hospitals/Kings County and RWJBarnabas Health, along with the presidents of Oregon Health & Science University and UChicago Medicine’s Ingalls Memorial Hospital, for a direct conversation about where systems create friction they cannot see and what it takes to remove it.
Attendees will learn:
- The biggest shifts driving healthcare consumer expectations right now
- Where health systems create unnecessary friction across the patient journey, including friction leaders don’t know exists
- Practical strategies for improving access, communication and continuity of care
- How AI, virtual care and digital navigation can support better patient experiences while improving operational efficiency