Sue Hedaux, customer champion at Empathica, world leader in customer experience management (CEM), will be hosting a Masterclass session at the Improving Patient Care National Conference at London’s Brewery Conference Centre on 5th December.
The event will bring together leading experts and senior executives from a variety of healthcare organisations to discuss how patient care in England can become the best in Europe and respond to the critical issues for the NHS following the Francis Report. A programme of high profile speakers and panel sessions will provide a forum for sharing best practices and new ideas.
With the introduction of the NHS Friends and Family Test earlier this year, there is an increasing emphasis on making public services more customer orientated. Today’s savvy consumers have high expectations when it comes to their experiences with private and public sector organisations alike — a challenge for many healthcare organisations as they struggle to maintain service levels with shrinking budgets and workforces. Public sector organisations can learn a lot from private businesses, such as retailers and major hospitality brand owners, who are using technology to engage with and exploit the talents of their workforce to build an emotional connection to patients and design improved services around them.
At her Masterclass, Sue will be sharing the key best practices for addressing high consumer expectations that put the patient at the heart of NHS organisations. Joined by Ian Mackenzie, Director of Information and Facilities at Surrey and Sussex Healthcare NHS Trust, this dynamic duo will discuss how they are developing and executing new customer experience strategies specific to the healthcare sector by leveraging the experience and learnings that Empathica has delivered to leading private sector organisations for more than a decade.
To attend Sue’s Masterclass, book your place at the Improving Patient Care National Conference.