Michael A. Pizzano, MAS

Vice President, New Jersey Hospital Division

CareOne Management, LLCAdvisory Board Member, Rutgers University

Differentiate Your PX Strategy with Our

Healthcare Customer Experience

Certificate Program

Together, we can make the difference...

Visit cx.rutgers.edu to learn more!

The Changing Healthcare Experience

The Empowered Patient

Profitability and Your Bottom Line

PX-CX Framework

Taking Action with Rutgers!

TOPICS

Visit cx.rutgers.edu to learn more!

Historically, Loyalty to Healthcare

Providers Was a Given...

But, now experience is a core

differentiator and no industry is

exempt.

Delighting patients with a frictionless

and seamless experience remains a

challenge.

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Healthcare is Held to High

Standards in Satisfaction Scores

But, beyond this - so much more

impacts the patient journey.

As business leaders, we need to make

sure attention, budget and mindset is

focused in the right areas.

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Great Experiences are Intentional

& Emotional

The face-to-face and emotional nature

of healthcare requires patient journeys

to be handled with care...

Every touchpoint on the patient’s

journey is paramount.

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Enter the “Empowered Consumer”

Patients are aware of the power

they now possess. They use it to

their advantage when choosing

hospitals and interacting with

healthcare “brands”.

Consumers no longer expect good

patient experiences, they demand

excellence.

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Patient Experience Includes All Interactions

Across the Healthcare System

Interactive care provided by

doctors, nurses and staff in health

systems, physicians and specialists

in other health care facilities, and

more.

Are you adding or subtracting value

along the overall patient journey?

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Patient Experience Isn’t Only About Loyalty

It’s about driving profitability.

Studies show that Experience

Leaders generated an average

annual return which was nearly

3x that of Laggards.*

* Customer Experience ROI Study © 2017 Watermark Consulting

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Are You Playing “Catch Up”?

Providers can no longer afford to

look at interactions in isolation.

They must understand the whole

patient experience, and that of their

loved ones.

You may already be playing catch up

and not even realize it!

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Cut through the noise.

Simplify and gain clarity of the latest in

technologies and experience

innovations that will add value to your

patient’s journeys.

Introducing the Rutgers Healthcare

Customer Experience Certificate Program

Visit cx.rutgers.edu to learn more!

Patient experience initiatives rely on

different teams interacting with each

other. Success depends on an

actionable, supporting framework.

Setting a framework that your entire

organization can understand is vital to

ensure buy-in, sustain momentum and

drive change.

The Rutgers PX Framework

Visit cx.rutgers.edu to learn more!

Break Down Silos by Soliciting Empathy

Simply showing data isn’t enough to

drive change throughout your culture.

Use patient experience techniques to

tell the full story - so that others will

listen.

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Show Tangible Business Value Fast

Understand the connection between the

patient experience, acquisition, retention,

markets, day-to-day business operations

and ultimate profitability.

Use patient feedback to reach business

goals, grow revenue, retain customers and

boost brand perception.

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First Step - Send Your Team to Rutgers!

Having your entire leadership team

complete the Healthcare Customer

Experience Certificate Program sends a

strong message throughout your

organization.

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The Rutgers Framework & Toolkit

Program modules include:

• The Strategic Patience Experience

• Understanding Patients and Their Journeys

• Patient-focused Innovation Customer Journeys

• PX Mindset: Developing a Culture of Empathy

• How Leading Healthcare Providers Differentiate

Their Brand Through PX

• Data and Measuring PX: Beyond HCAHPS

Accelerate & Improve Decisions With Data

• Extended Patient Experience

• Navigating the Politics of Change

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Evolve and Grow Through PX

Set your entire organization apart. Include

others in the Rutgers program to make an

immediate impact.

Use the same framework, talk the same

language, share the same vision, with the

full curriculum at Rutgers University.

Visit cx.rutgers.edu to learn more!

Take Action to Become a PX Champion

Drive insights and share your learning

throughout your organization.

Make patient experience your

differentiator and part of your

cultural DNA.

Visit cx.rutgers.edu to learn more!

Join the nation’s first graduate-level

Healthcare Customer Experience

Certificate Program!

Learn more at cx.rutgers.edu

and contact us 844.669.7884

HEALTHCARE CUSTOMER EXPERIENCE

CERTIFICATE PROGRAM