Improving the Patient Experience Learning and Action Network Series
Healthcare is personal. Any individual in need of healthcare services becomes vulnerable. The level of comfort and confidence relayed by healthcare professionals at every stage of care can impact positive health outcomes. The Improving Patient Experience series will address key areas for improving patient engagement including community outreach, facility branding, employee ambassadors and patient feedback.
Facility Branding: Identify and Impact Public Perception
An organization’s reputation is formed based on a combination of public image and personal experience. Perception is impacted by a variety of elements from physical space to interactions with employees. An organization’s mission and set of values only contributes to the brand when they are brought to life through personal engagement with the employees, products and services. Join Becky McElroy and Nathan Unruh, DC as they discuss their journey to develop, enhance and grow practice brand.
Nathan Unruh, DC
Chief Executive Officer, FiveFour | Chief Experience Officer, Sidecar
Director of Chiropractic, Envive Chiropractic, Sioux Falls, SD
In addition to maintaining and managing multiple Envive locations that serve thousands of people each month, Dr. Unruh has authored four books: Lavender Morphine, Digit, Chrome, and Strike It!. He also provides leadership for two training and professional development organizations. FiveFour offers interactive online training based on the principals of competency, culture and customer experience; and Sidecar is a community of chiropractors who provide training and mentoring in their profession.
Becky McElroy, Chief Marketing Officer – Patient X Agency
At her core, Becky McElroy, chief marketing officer for Patient X, is a creative; but there’s much more to her than meets the eye. She has found her greatest enjoyment in learning about people and ideas, fostering relationships with clients, and creating meaningfully designed campaigns.
Healthcare professionals at all levels who impact the patient experience including operations, finance, and public relations/marketing.
As a result of attending, participants will be able to:
- Explore methods to determine organization reputation
- Identify key areas for improving patient experience
- Consider challenges of culture change
- Evaluate impact of culture change on organization brand