1. FEBRUARY 20, 2013
Like Tweet Forward
Brand Strategy // Experience Management
Jump-Start your Healthcare Experience
Management
Today’s healthcare organizations understand the importance of
experience management and its impact on business goals. In
fact, about 77% of nationwide healthcare leaders who participated
in our 2012 Benchmarking Study with APQC and The Beryl
Institute responded that their organization believes that effective
patient experience management generates additional revenue.
You probably know that ignoring the need to manage experiences will likely result in lost opportunities
for growth, revenue and increasing market share; what you may not know is where to start in assessing
the current experience of your key customer groups such as patients and referring physicians. Gelb has
helped medical centers all over the country address this challenge.
After speaking with thousands of patients and referring physicians from leading hospitals and medical
centers, we have found five key areas that emerge as critical parts of the experience. One of the most
common ways we use to obtain this information is through in-depth experience mapping interviews,
which allows our interviewers to evaluate the most important touchpoints, functional needs and
emotional needs at each step of the journey.
As a starting point, we have created this brief assessment. Each step of the assessment examines
your knowledge of patient / physician perceptions of care, coordination and communication.
We have written detailed articles and white papers about experience mapping techniques. If you would
like additional information about this or our audit tool, please contact us .

2. Will we see you at these upcoming conferences?
March 11 – 14, Chicago
Changing Healthcare by Design, 2013 Congress on
Healthcare Leadership (American College of Healthcare
Executives)
Gelb Consulting is hosting a dinner at the ACHE Congress Monday,
March 11. If you are attending this conference and would like to join us
for an informal dinner to meet colleagues in healthcare, please RSVP
to Jennifer Winograd .
March 17 – 20, 2013, Orange County (Calif.)
Creating Connections Conference (Children’s Hospital Association)
Gelb is a sponsor of the conference and is hosting a networking dinner Sunday, March 17. If you are
interested in joining us, RSVP to Jennifer Winograd .
www.endeavormgmt.com l info@endeavormgmt.com
Having trouble viewing this e-mail? View it in your browser
If you do not wish to receive any updates, click here to unsubscribe