Description:

In healthcare, every touchpoint matters — and every moment is an opportunity to deliver extraordinary human-centered care. In this session, Paul Grossman reveals how small, intentional improvements at key touchpoints can create powerful shifts in the overall healthcare experience. Leaders will leave with tools to identify, elevate, and hardwire better experiences that build loyalty, trust, and operational excellence — one human interaction at a time.​

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Learning Objectives:

• Map key human touchpoints across the healthcare journey.

• Identify small but powerful changes that elevate the overall experience.

• Create a consistent, human-centered standard of care through everyday moments.

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Target Audience:​

• Patient Experience teams

• Nursing leadership

• Frontline and ambulatory care managers

• Clinical service improvement teams