22 - 23 July, 2020
| Singapore
Pre-Conference Workshops – 30 July 2019
9:00 am - 12:00 pm
Workshop A: Creating a Framework to Analyse Patient Feedback for Quality Improvement
Joyce K. Nazario CPXP -
Assistant Vice President & Head of Patient Experience,
St. Luke’s Medical Center
- Understanding the patient experience data you currently have
- Choosing the right score to follow – Metrics vs Analysis End-User
- Establishing an effective framework for qualitative and quantitative data integration
- Instilling accountability and cascading patient experience analysis to the organisation to drive impactful outcomes
Joyce K. Nazario CPXP
Assistant Vice President & Head of Patient ExperienceSt. Luke’s Medical Center
1:00 pm - 4:00 pm
Workshop B: Leveraging Patient Journey Maps to Transform the Patient Experience
Miriam Brofman -
Director, Patient Services & Relations,
United Family Healthcare
- Evaluating differences in expectations, needs, and preferences for different patient profiles
- Outlining patient touch points in every stages of the care journey to identify areas for improvements
- Leveraging design thinking to develop relevant and personalised experience
- Translating insights from journey maps into actionable healthcare plans and programmes
