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Top digital consumer strategies to drive patient acquisition and retention in 2022

Press Ganey’s SVP of Marketing Chris Murphy and Partner, Strategic Consulting, Joan Kelly (formerly CXO at Yale New Haven) discuss how healthcare organizations can design a consumer experience and advance their digital transformation strategies to convert more care seekers into happy, loyal patients.

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