The chief industry driving forces behind this conference include:

1. Creating a single view of the patient: it’s no longer just about improving service standards and training but more about bringing all your touch points together for a holistic view of the patient before, during and after their treatment

2. Engaging physicians: studies say that physicians directly influence between 40% and 75% of all hospital revenue so it’s critical they’re engaged in improving the patient experience – how do you make sure they see themselves as partners in care and improve their own experience as key stakeholders?

3. Creating patient advocates: how can you leverage your patients to become champions in the market? And same for employees? What can be learned from customer experience in the commercial world?

4. Adopting a new business model: aligning patient care with the strategic vision of that organization has to be top-down but the leadership at many hospitals are still concerned with profit and therefore volume of patients. How can hospitals adopt a new model to become more patient-centric without sacrificing profitability?