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How to use human-centered design to reframe PX and drive positive, sustainable change

Top-tier healthcare organizations strive to continually improve the patient experience (PX). But the global pandemic has left caregivers burned out and hospitals short staffed. With employees under water, your list of improvement goals just grows longer.

Leveraging the principles of human-centered design, accelerate PX and the employee experience at the same time. Integrating these improvements benefits the patient, employee, and organization by embedding changes within workflows instead of layering them on top of existing practices.

In this session, the presenters cover:

  • Broadening and deepening our understanding of today’s patient experience
  • Evidence-based principles behind the science of experience
  • Leveraging employee experience and quality of care to drive PX
  • Building workflows that increase patient engagement and satisfaction
  • Creating experience pathways to drive positive, tangible change

Dwight McBee
EVP, Health Equity and Chief Experience Officer
Thomas Jefferson University Hospitals

Joan Kelly
Partner, Strategic Consulting
Press Ganey Associates LLC

View the presentation slide deck.

About the Presenter

Joan oversees the Experience solutions team in Strategic Consulting, partnering with clients for more than 15 years in consumer experience for the health and wellness space. Joan is known for driving innovation and engagement across large, multi-faceted organizations, and bringing valuable consumer experience ideas to fruition through the alignment of ideas, people, and processes. Joan’s passion is to transform the healthcare experience for both staff and patients. Prior to joining Press Ganey, Joan was chief experience officer at Yale New Haven Health System.

Profile Photo of Joan Kelly, EdD, M.S.Ed, MBA