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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 brings more than 15 years of dedicated expertise in consumer experience for the health and wellness space, most recently from Yale New Haven Health System serving as Chief Experience Officer. She is known for driving innovation and engagement across large, multi-faceted organizations, and bringing great 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. While at Yale New Haven Health, her portfolio of patient-centered care work included building the Care Signature strategy and, during Covid-19, leading the implementation of a new screening process and team, using new digital tools to optimize safety. Prior to Yale New Haven Health, Joan served as Chief Patient Experience Officer at NYU Langone Health where she was the architect of the “Perfect Experience. Every Patient. Every Time.” model designed to drive the institution not only through operational changes, but also toward the highest level of “patient-centeredness,” focusing on behavior changes that impact patient experience and satisfaction.

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