BII Health Digital Magazine - June 2025 Edition

1

TABLE OF CONTENTS Editorial Team: Lokesh G Diksha Kuntal Mohor Mukherjee

Editorial: Charting the Future of Digital Health

4

“Technology must serve people, not replace them—every innovation should make care more human.”

“Everything begins with a simple idea” – Purpose.

Progress. Possibilities.

5

Hear directly from our CEO

Looking Back to Lead Forward: Tracing Global Milestones in Patient Experience

6

• PX Jeddah 2025 – Saudi Arabia • Celebrating the growth of BII’s presence in the global PX landscape.

What’s New?

12

• Collaborations: BII Health joins hands with The Beryl Institute as the Global PX Partner across all upcoming patient experience events.

• Partnerships: BII Health becomes the exclusive franchisee of PatientStyle for the MENA region—bringing innovative comfort solutions to healthcare.

• Ventures: BII Health embarks on adding a new feather to its cap of offerings – BII Medical Recruitment, advancing specialized talent placement in the healthcare sector.

In Conversation: Insights from Global Health Leaders

14

Exclusive interviews with speakers from BII’s flagship events across KSA and the U.S. - diverse voices on AI, patient empathy, health equity, tech trends and much more…

Industry Insights: Perspectives Shaping Healthcare

49

Highlights and reflections from BII Health’s knowledge platforms—capturing trends, innovations, and expert viewpoints influencing the future of care.

What Lies Ahead: Upcoming Healthcare Editions * BII Health Magazine makes every effort to provide most accurate, trending, and unbiased content, however it is to be noted that the content is strictly for educational purposes and directed with personal and general opinion and does not amount to professional advice.

Industry interview content is directly received by the mentioned individual and editing rights and article selection rights rests solely with BII Health editorial team.

63

Discover what’s next in our journey to humanize healthcare. From Riyadh to Jakarta, Abu Dhabi to Doha, explore the powerful line-up of transformative events designed to advance patient and staff experience across the globe.

C-Suite Vision: Voices from the Top

65

• Quote from the CFO: Strategic vision for financial sustainability in health innovation.

• Quote from the Deputy CEO: Operational excellence and forward-looking digital health goals.

Solution Center: Where Innovation Meets Action

66

Directory of our technology and solution providers—featuring their offerings, tools, and services that are shaping the future of digital health

The Final Beat:

74

• “The Pulse Check” A short, punchy roundup of quick stats or healthcare “micro-trends” from the past quarter.

• “BII Recommends” Books, podcasts, apps, or TED Talks for healthcare professionals on leadership, wellness, or innovation.

3

EDITO RIA L

Charting the Future of Digital Health In today’s rapidly evolving healthcare landscape, digital transformation is no longer a distant vision—it’s the current reality. As we navigate through 2025, we find ourselves at a pivotal juncture where data, empathy, and technology intersect to reshape how care is delivered, experienced, and measured.

At BII Health, we believe that digital health is not just about new tools—it’s about creating smarter, more human-centered systems. From artificial intelligence streamlining clinical decisions to virtual platforms expanding access to care, we are witnessing a shift in focus: from treatment to prevention, from systems to individuals, from efficiency to experience.

As we chart the course forward, we remain anchored in our core belief: technology must serve people, not replace them. Our mission is to ensure that every innovation enhances the human side of care. That every digital advancement creates room for compassion, connection, and dignity.

Our journey has been one of bold steps and relentless curiosity. Over the past year, our presence has expanded across continents, marked by milestone events such as PX Jeddah and the inaugural International Patient Experience Congress in the USA—a testament to our commitment to global excellence in patient experience (PX) and health innovation.

But transformation doesn’t happen in isolation. It requires ecosystems—an interconnected web of innovators, providers, policymakers, and patients. That’s why this edition of our magazine brings you voices from across the health continuum: industry leaders, tech trailblazers, frontline caregivers, and solution providers. Their insights are not just ideas—they are blueprints for change.

Welcome to the 2025 edition of the BII Health Digital Magazinewhere the future of care is being written, one experience at a time.

H EAR DIREC TLY FROM OU R CE O

Purpose. Progress.

Possibilities.

Everything begins with a simple idea.

Ahmed Mussaffi Founder and CEO

BII

At BII Health, this isn’t just a phrase—it’s the core of how we operate. A simple idea, driven by purpose and belief, has grown into a global platform connecting healthcare visionaries, innovators, and change-makers. From insightful events to dynamic publications, every step has been about pushing boundaries and creating space for meaningful dialogue.

Our work is grounded in three guiding principles: Engage. Enlighten. Empower. Whether through international summits, boardroom discussions, or digital content, we bring people and ideas together to spark new ways of thinking—and doing.

Healthcare today is at a powerful inflection point. Technology is accelerating faster than ever, reshaping how care is delivered, experienced, and understood. From AI-driven diagnostics to patientcentered platforms, we are witnessing a new era where digital solutions are redefining what’s possible.

BII Health is proud to stand at this crossroads—where care meets innovation. Our expansion into new regions, including our milestone presence in the United States, reflects our continued drive to foster global connections that translate into local impact.

In parallel with our events and publications, we’ve also taken a bold step in recognizing the changemakers within the industry. Launched last year, the PX Initiative Awards shine a spotlight on excellence in patient experience—honoring those who are redefining healthcare through empathy, innovation, and measurable outcomes. It’s a celebration of purpose in action, and a testament to the future we envision.

This magazine is a reflection of that journey: a curated space where leadership, innovation, and insight converge. It’s more than information—it’s a forward-looking conversation that we’re excited to share with you.

Thank you for your continued trust and partnership. The future of healthcare is being shaped today— and we’re honored to help lead the way.

– CEO, BII

5

LOOKING BACK TO LEAP FORWARD

Tracing Global Milestones in Patient Experience PX Jeddah 2025 - Saudi Arabia

P

atient Experience Congress – Jeddah marked a significant milestone in the regional healthcare landscape, reinforcing a culture where patients are heard, valued, and empowered. Held under the theme “From Consumer Expectations to Exceptional Care: Navigating the Future of Healthcare,” the event brought together global thought leaders, practitioners, and innovators to shape the future of patient experience.

The Congress featured a two-day Scientific Program, followed by a dedicated Post-Congress Workshop Day, and an exhibition showcasing the latest patient-centric solutions from leading healthcare institutions.

Exclusive networking opportunities further enriched the event’s collaborative spirit.

Attendees engaged in insightful keynote presentations and dynamic panel discussions, led by renowned experts including Dr. Walid Fitaihi, Jason A. Wolf, Marcelo Pereira, Dr. Saeed Yami, Dr. Wael Khattab, Vishal Bhalla, Vita Steina, Lujain Abbas, Dr. Ashraf A. Amir, Dr. Syed Abd El-Kader, Dr. Hattan Alsubhi, Adel Alshabaan, Najla Sindi, Dena Zedan, Fadi Al-Meamarji, Dr. Nada Fida, and many others.

The success of the Congress was made possible through the support of key sponsors and partners such as The Beryl Institute, International Medical Center (IMC), KFSH&RC - Madinah, King Fahad General Hospital - Jeddah, Roche, Johns Hopkins Aramco Healthcare (JHAH), Magrabi Health, Oman International Hospital, Samaritan, CareInn, Dr. Samir Abbas Hospital, Care Systems, Inc., AnalytAIX, KHCC, Health.

Links, Picker, PXA, Health Entrepreneurship, and Masar.

A heartfelt thank you to BII for organizing this impactful event at the Radisson Blu Hotel Jeddah. Looking forward to more conversations that shape the future of patient experience!

Dr. Nada Fida, Patient Experience Advisor and Emotional Intelligence Coach, UBU Consultants

It was great to listen to so many healthcare leaders. Thanks to BII for bringing caregivers together to share their experiences on improving patient experience.

Aabid Fareedi, Senior Manager, Medical Imaging Department, IMC

This landmark event not only celebrated the region’s progress but also underscored the global commitment to placing patient experience at the heart of healthcare innovation.

7

LOOKING BACK TO LEAP FORWARD

International Patient Experience Congress – USA Debut

Celebrating the growth of BII’s presence in the global PX landscape.

BII Health made a powerful entrance into the U.S. healthcare arena with the International PX Congress – USA Edition, marking a pivotal milestone in its commitment to advancing human-centered care across borders.

Held under the theme “Empower, Engage, Excel: Leading the Future of Human Experiences in Healthcare,” the twoday Scientific Congress featured an impressive lineup of global healthcare changemakers, thought leaders, and patient advocates. Accompanied by an innovation-focused exhibition and high-level networking opportunities, the congress fostered rich dialogue on empathy, leadership, staff wellbeing, and digital transformation.

The conference was truly insightful and exceptionally well organized. The flow of each day was seamless—engaging, energizing, and thoughtfully curated. The time flew by, a true testament to the quality of the experience.

Lara Burnside, Co-Founder Chief Experience Officer, CSE Leadership

Reflecting on last week's BII Patient & Staff Experience Edition of the International PX Congress USA in San Diego MedPower was proud to participate and connect many leaders driving innovation in healthcare experience.

George Krueger, VP of Sales, MedPower

Celebrating the growth of BII’s presence in the global PX landscape.

BII Health made a powerful entrance into the U.S. healthcare arena with the International PX Congress – USA Edition, marking a pivotal milestone in its commitment to advancing human-centered care across borders.

Held under the theme “Empower, Engage, Excel: Leading the Future of Human Experiences in Healthcare,” the two-day Scientific Congress featured an impressive lineup of global healthcare changemakers, thought leaders, and patient advocates. Accompanied by an innovation-focused exhibition and high-level networking opportunities, the congress fostered rich dialogue on empathy, leadership, staff wellbeing, and digital transformation.

With names like Alan Dubovsky, Dr. David Weisman, Aphriekah O. Duhaney-West, Shelley Larrick, Lisa Griffin, Natalie Zuniga-Georgy, and many more contributing to the dialogue, the event delivered not just knowledge—but purposedriven momentum.

The congress was further empowered by support from industry-leading sponsors including Cedars-Sinai, Curam by Merative, TTEC Healthcare Solutions, MedPower, Samaritan, Fidelum Health, Pointr, Magnified Learning, Well iQ, AnalytAIX, Pocketalk, Patient Safety Movement Foundation, Kezava by Synaptris, and PatientStyle, among others - each playing a role in reinforcing the event’s central mission: to humanize healthcare by elevating both patient and staff experiences.

This landmark edition didn’t just mark BII Health’s debut in the U.S. market—it affirmed the organization's role in shaping a global, collaborative future for patient experience.

9

Being part of the IPX Congress was an incredibly rewarding experience. The energy and passion in the room was tremendous, leaving one inspired to continue sharing the great knowledge and inspiration that was passed forward… So many personal stories and experiences were shared, leaving me energized to collaborate with colleagues to ensure people experience the high-quality, highly reliable healthcare they deserve.

Corrinne Tramontana, Executive Vice President of Quality,Safety, and Patient Experience (QSE) Digital Learning, MedPower

11

WHAT' S N EW ?

COLLABORATION.

Global Collaboration with The Beryl Institute As part of our ongoing commitment to elevate the standards of human-centered care, BII Health is proud to foster a meaningful global collaboration with The Beryl Institute—a recognized leader in advancing patient and staff experience worldwide.

This partnership aligns with BII Health’s core mission of connecting visionaries, innovators, and healthcare leaders across borders through high-impact platforms. Through this collaboration, The Beryl Institute brings its unparalleled thought leadership in experience design, while BII Health contributes its regional expertise, event excellence, and an expanding international reach.

Together, both organizations are working to create a shared platform for global knowledge exchange and strategic alignment across healthcare ecosystems. The focus is not only on event co-creation, but also on delivering valuable learning experiences, cross-industry dialogue, and culturally informed conversations that reflect the evolving needs of both patients and care teams.

This partnership supports THREE core goals: • Widening access to global best practices in patient and staff experience.

• Strengthening international connections that support empathy-driven healthcare.

• Enhancing event value through unified planning, thought leadership, and community building.

WH AT' S N EW ?

PARTNERSHIP.

Redefining Patient Comfort in the MENA Region with PatientStyle In a bold move to elevate patient experience across the Middle East and North Africa, BII Health proudly becomes the exclusive franchise partner of PatientStyle—a pioneer in transforming the traditional hospital gown into a tool of empowerment, comfort, and dignity.

This strategic partnership brings to the MENA region a new standard in patient-centric innovation, where thoughtfully designed apparel meets both clinical efficiency and emotional wellbeing.

PatientStyle’s revolutionary gowns are not just garments—they’re symbols of compassionate care.

While patients experience increased comfort and dignity, nurses benefit from ease of care, and administrators witness improved satisfaction scores and better overall hospital experiences.

Already trusted by leading U.S. healthcare giants such as Stanford, Mayo Clinic, Memorial Sloan Kettering, and the University of Pennsylvania, PatientStyle is setting benchmarks in modern care environments. Now, through BII Health’s strong regional network and healthcare influence, these innovations are primed to positively transform care standards across hospitals and clinics in the MENA region.

This partnership underscores BII Health’s unwavering commitment to introducing meaningful, humancentered solutions in every corner of the healthcare journey.building.

13

WHAT' S N EW ?

VENTURE.

Introducing BII Medical Recruitment: Empowering the Healthcare Workforce of Tomorrow In line with its vision to support the complete healthcare ecosystem, BII Health proudly launches its newest venture—BII Medical Recruitment, a specialized platform dedicated to connecting top-tier medical talent with leading healthcare institutions across the MENA region and beyond.

Built on BII Health’s deep-rooted industry insights and trusted global networks, this initiative goes beyond traditional staffing. BII Medical Recruitment focuses on strategic talent placement, ensuring that hospitals, clinics, and healthcare providers have access to qualified professionals who not only meet the technical requirements but align with the values of patient-centered care.

From executive-level leadership and clinical specialists to operational support and emerging roles in digital health, the venture aims to address critical workforce gaps while supporting career advancement for healthcare professionals across borders.

As BII continues to host impactful events, lead thought leadership publications, and foster global collaborations, this new chapter strengthens its commitment to enabling excellence across all touchpoints of the healthcare experience—now including people themselves.

15

IN CO NV ERSATI ON

Insights from Global Health Leaders

Dr. Hashim AlZain

Chief Technology Officer HealTec

1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?

Consumer expectations in healthcare have significantly evolved, driven by factors like increased access to information, technological advancements, and a desire for more patient-centric care. In HealTec’s experience with patients needing prosthetic and orthotic devices, key evolutions include: • Demand for personalized and aesthetically pleasing devices.

• Emphasis on comfort and ease of use.

• Need for comprehensive information and education.

• Desire for faster and more efficient service.

• Expectation of ongoing support and follow-up.

• Increased awareness of technology and potential for innovation.

2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?

HealTec defines exceptional patient experience as a holistic journey where individuals feel valued, understood, empowered, and receive high-quality, personalized prosthetic and orthotic solutions that seamlessly integrate into their lives, enabling them to achieve their functional goals and enhance their overall well-being. This encompasses more than just the technical aspects of device manufacturing and fitting, which

includes: • Focus on Functional Outcomes and Quality of Life.

• Empowerment through Information and Involvement.

• Seamless and Efficient Processes.

• High-Quality and Innovative Solutions.

• Comprehensive Support and Education.

• A Positive and Respectful Environment.

• Continuous Improvement through Feedback.

3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?

Emerging technologies are poised to revolutionize the patient experience in the following ways: • AI: Enables the creation of more personalized and adaptive devices through AI-powered analysis of patient data (movement patterns, muscle signals). This can lead to more intuitive control, improved comfort, and better functional outcomes. AI can also assist in design and manufacturing, potentially leading to faster turnaround times and more precise fits.

• Telemedicine: Facilitates remote consultations, follow-ups, and adjustments, reducing the need for in-person visits, especially for patients in remote areas or for routine checks. This improves convenience, reduces travel burdens, and allows for more timely interventions.

• Digital Health Platforms: Offer tools for remote monitoring of P&O device usage and patient

progress, potentially identifying issues early. They can also empower patients with access to information, educational resources, and communication channels with their care team, fostering greater engagement and self-management. These platforms can streamline appointment scheduling, device ordering, and provide feedback mechanisms for continuous improvement.

4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?

Based on HealTec’s experience in the P&O field, some of the biggest challenges healthcare providers face in meeting and exceeding patient expectations include: 1. Addressing the Emotional and Psychological Aspects: Adapting to a prosthetic or orthotic device can be emotionally challenging. Patients may experience anxiety, frustration, or body image issues.

Addressing it: HealTec integrates psychological support or counseling services into the care pathway or provide referrals to mental health professionals. Foster a supportive and empathetic environment. Encourage peer support networks.

2. Balancing Functionality and Aesthetics: Patients desire devices that are both highly functional and aesthetically pleasing, aligning with their body image.

Achieving this balance often requires complex design and manufacturing processes and managing patient financial expectations regarding what is technically feasible. oAddressing it: HealTec invested in advanced design software and manufacturing technologies (CNC machining and 3D printing) that allow for greater customization and intricate designs. Foster open communication with patients about the possibilities and limitations, involving them in the design process to find a mutually agreeable solution.

3. Navigating Insurance and Financial Constraints: Coverage for advanced P&O devices can be complex, and financial limitations can impact the type of device a patient can access, potentially falling short of their desired outcome. oAddressing it: Employ dedicated staff to assist patients with insurance pre-authorization and billing processes. Advocate for better coverage policies. Explore financing options or charitable resources for patients facing financial hardship. Maintain transparency about costs and available alternatives.

4. Managing Expectations Regarding Comfort and Adjustment: Achieving optimal comfort and fit can be an iterative process requiring multiple adjustments. Patients may have unrealistic expectations about immediate comfort. oAddressing it: Clearly educate patients about the fitting and adjustment process, emphasizing that achieving perfect comfort may take time and several appointments using storytelling techniques. HealTec utilizes advanced scanning and fitting techniques for greater accuracy, and provide comprehensive instructions on device care and break-in periods in both languages: Arabic and English.

5. Providing Timely Access and Reducing Wait Times: The process from initial consultation to final device delivery can sometimes be lengthy, leading to patient frustration, especially when mobility is significantly impacted.

6. Addressing it: HealTec streamlined internal workflows

using digital tools for scheduling, documentation, and communication. Optimized the manufacturing process to reduce turnaround times. Communicated realistic timelines to patients at the outset and kept them informed of progress.

7. Ensuring Comprehensive Education and Training: Patents need thorough education on device usage, maintenance, and potential issues. Inadequate training can lead to dissatisfaction and improper use of the device.

Addressing it: HealTec developed comprehensive patient education materials (videos, written guides, online resources). Dedicated sufficient time for in-person training sessions and offer ongoing support channels for questions and concerns.

5. Can you share a real-world example or best practice where a healthcare organization successfully transformed its patient experience?

HealTec successfully managed a Positional Plagiocephaly case for baby “Amir” by implementing proactive communication and visual progress tracking. Initially, Amir’s parents were anxious about his head shape and the helmet therapy. To address this, HealTec created a dedicated WhatsApp group where they could directly message HealTec’s CPOs anytime with concerns, receiving prompt reassurance and guidance, significantly reducing their anxiety. Furthermore, HealTec used an optical LED scanner to capture precise 3D scans of Amir’s head at the start of treatment and during follow-up appointments. By digitally superimposing the latest scan onto the initial one, Amir’s parents could visually witness the tangible improvement in his head shape.

This visceral demonstration of progress served as a powerful motivator, encouraging them to consistently adhere to the 23-hour-per-day helmet wear, ultimately leading to excellent corrective results. This proactive communication and visual feedback loop transformed their experience from one of anxiety to one of confidence and engagement in their child’s treatment.

Human Moment: A single act of kindness by staff can reduce patient anxiety levels by 30%

17

Vita Steina

Global Council, Board Member, Fellow

The Beryl Institute Advisor

The Health Minister of Latvia Chair

Patient Experience Association Latvia

Exceptional patient experience begins with recognizing that a patient is not simply a customer—they are often at their most vulnerable. True transformation in healthcare comes from building partnerships based on compassion, shared decision-making, and timely, informed care. Technology and strategy are powerful tools, but it is the human connection and cultural change that truly elevate care to exceptional.

1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?

I believe there is a difference between a patient and a customer. A customer always has choices and the ability to make decisions, whereas a patient is in a situation they did not choose themselves—feeling most vulnerable and completely dependent on healthcare. Therefore, it is crucial that healthcare teams recognize the patient’s condition and build collaboration based on support, compassion, and respect. In the past decade, partnership has increasingly become a part of this collaboration—by involving the patient in decision-making and empowering them through education. Partnership is a new concept that for many decades, even centuries, was not present in healthcare.

2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?

High-quality healthcare consists of several components – clinical care, patient safety, and the human experience.

Only by purposefully improving all three areas in synergy is it possible to achieve truly exceptional care results. There should be united vision and strategic goals for organization that are reached by specific actions plan, whereas all employees are engaged and see their input and value in organization.

3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?

Technology, in itself, serves as a support tool for enabling fast information exchange across institutions, multidisciplinary teams, and by involving the patient as well. The faster we are able to share information

effectively, the more timely we can provide the care that the patient needs. Access to and exchange of information is one of the key prerequisites for effective healthcare.

Emerging technologies offer the greatest value when the patient benefits—by achieving better clinical outcomes and when the system helps guide the patient to the right place at the right time. When the patient is the one trying to connect stakeholders within the system, valuable time is lost, and care becomes fragmented.

4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?

Behavioural and cultural change – this requires years and very active involvement from leadership. In resourceintensive areas, such as improving food quality or implementing digital systems, new infrastructure; it is challenging to introduce activities that enhance patient experience, which require staff involvement, such as nurse rounds and others, due to staff shortages.

5. Can you share a real-world example or best practice where a healthcare organization successfully transformed its patient experience?

At the Children’s University Hospital, significant improvements in reducing anxiety and fear were achieved over two years by introducing a new profession – child life specialists. They introduced children to expected medical procedures using toys. For example, for an MRI, a wooden model was created, where the child could place a toy and create sounds similar to those in an actual MRI procedure.

This helped reduce anxiety not only for the young patient but also for the parents. This approach also helped reduce the need for sedation in younger patients.

Jafar Basha

Vice President-International Business Development/Operations

Care Systems

1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?

Consumer expectations in healthcare have shifted dramatically in recent years. Patients now expect the same level of convenience, personalization, and responsiveness from healthcare providers as they do from other service industries. This change is largely driven by digital transformation, greater access to health information, and a growing emphasis on holistic well-being. In the Middle East, especially, we’re seeing a younger, tech-savvy population demanding seamless digital interactions, faster response times, and transparency in care delivery. Post-pandemic realities have also raised expectations around accessibility, safety, and service quality.

2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?

Exceptional patient experience means delivering care that is not only clinically effective but also deeply human, personalized, and consistent across every touchpoint. It involves timely service, empathy from caregivers, clear communication, and a sense that the system works for the patient. To achieve this, healthcare organizations must invest in both people and processes—this includes training staff on emotional intelligence, leveraging smart scheduling to reduce wait times and burnout, and using data to anticipate and meet patient needs. At Care Systems, we focus on enabling these strategies operationally through intelligent workforce management and patient-centered staff scheduling.

3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?

Emerging technologies are critical enablers of the next generation of patient experience. AI can help optimize staff allocation to ensure the right skills are available when and where they’re needed—minimizing delays and improving care quality. Telemedicine expands access to care,

especially in underserved or remote areas. And digital health platforms provide real-time engagement, patient education, and continuity across the care journey. In our work across the Middle East, we’ve seen how these tools— when thoughtfully implemented—transform not only patient satisfaction but also operational efficiency and workforce morale.

4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?

One of the biggest challenges is workforce-related— shortages, burnout, and misalignment between clinical demand and staffing capacity. These issues can directly impact service quality and patient satisfaction. Another challenge is siloed data and disconnected systems, which hinder continuity and responsiveness. Addressing these requires a combination of cultural and technological shifts. At Care Systems, we help providers overcome these hurdles through AI-powered scheduling, real-time schedule adjustments, and systems integration—all geared toward creating more agile, people-centered operations.

5. Can you share a real-world example or best practice where a healthcare organization successfully transformed its patient experience?

We recently worked with a major hospital group in the region that was facing chronic staffing shortages and long patient wait times. By implementing our AI-driven workforce management platform, they were able to streamline scheduling, dynamically match staff to patient acuity levels, and reduce last-minute shift gaps. As a result, patient wait times dropped significantly, staff satisfaction improved, and the organization reported measurable gains in patient feedback scores. This transformation didn’t require overhauling clinical protocols—it came from smarter operations and putting the right people in the right place at the right time.

19

Shelley Larrick Vice President Client Success TTEC Healthcare Solutions James Armstrong Vice President Client Success TTEC

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

We’re passionate about elevating both patient and staff experiences in healthcare by aligning people, process, and technology. Through our work at TTEC, we help health systems create human-centered journeys that are powered

by AI and automation but rooted in empathy. Whether it’s removing communication barriers or enabling care teams with predictive tools, our goal is to ensure patients receive better, faster, and more personalized support—while staff are empowered and resilient.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

The biggest challenge today is fragmentation between systems, languages, and processes, which often leads to missed expectations and diminished trust. Yet this is also where the greatest opportunity lies: in creating connected, culturally aware, and tech-enabled experiences that close those gaps. Personalization isn’t a luxury anymore, it’s essential for both engagement and equity.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

AI is not replacing the human touch, it’s amplifying it.

We’ve seen it reduce manual tasks for staff by up to 85%, enabling them to focus on what matters most: patient care.

It supports predictive engagement, personalized outreach,

and real-time support across languages and channels.

When done right, AI ensures that patients, who inspired part of our keynote receive the right care, at the right time, with full clarity and confidence.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

This balance begins with rethinking care as a continuous, personalized experience rather than a series of disconnected transactions. We’ve seen success when organizations implement tech that empowers not replaces care teams. Through tools like knowledge management, automated scheduling, and AI translation, you gain efficiency and still meet patients where they are: emotionally, linguistically, and digitally.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

We’ve helped healthcare organizations implement AIpowered voice translation and accent neutralization to improve clarity and cultural trust. We’ve also seen a 25% boost in engagement in diverse populations through culturally adapted journeys, and 40% fewer no-shows with smart scheduling. For staff, these innovations translate into reduced burnout and increased job satisfaction because when staff thrive, so do patients.

EMPATHY . INNOVATION . STA DIGITAL HEALTH . CONNECTIO

Dr. Nada Fida

Patient Experience Advisor | Training Consultant | Emotional Intelligence & Resilience Coach

UBU Consultants

1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?

Consumer expectations have shifted dramatically. Today’s patients are informed, empowered, and expect a level of service that mirrors what they experience in other industries— like retail or hospitality. Key drivers include digital access to health information, increased awareness of rights and standards, and the influence of global brands that prioritize convenience, transparency, and empathy. Patients now expect personalized, respectful, and seamless experiences— where communication is clear, wait times are minimized, and their voices are heard.

2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?

Exceptional patient experience is care that is not only clinically effective but also emotionally resonant. It’s about making patients feel valued, safe, and respected throughout their journey. To achieve this, organizations must embed empathy into their culture, empower staff through training, actively listen to patient feedback, and ensure leadership commitment. It’s a strategic priority—not an afterthought.

Consistency, communication, and compassion are the foundation.

3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?

Emerging technologies are reshaping the landscape. AI enables proactive care and personalization; telemedicine

expands access and convenience; and digital platforms allow for real-time feedback and engagement. But tech should never replace the human touch—it should enhance it. The goal is to create a connected, compassionate, and efficient healthcare experience where the patient feels known, understood, and supported.

4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?

One of the biggest challenges is bridging the gap between operational pressures and the human side of care. Staff burnout, fragmented systems, and lack of communication training often get in the way. Addressing this requires leadership commitment, clear accountability, and a culture where empathy is modeled and rewarded. Providers must also invest in staff well-being—because engaged staff deliver better experiences.

5. Can you share a real-world example or best practice where a healthcare organization successfully transformed its patient experience?

At my previous work I was a px communication and training manager, we implemented a structured patient experience framework that prioritized listening to the voice of the patient. One key initiative was staff training in empathy and communication skills, paired with real-time patient feedback through digital tools. This approach significantly improved patient satisfaction scores and fostered a more responsive care culture. It wasn’t just a program—it became part of the organizational identity.

AFF WELLBEING . TRUST .

ON . COLLABORATION .

21

Ebony Langston

Vice President, GTM Healthcare Sales Leader

TTEC Healthcare Solutions

Great healthcare experiences happen when we connect the human with the intelligent—when technology is designed to serve empathy, and systems are built with intention. By simplifying complexity and personalizing the moments that matter, we can create care journeys that empower both patients and staff to thrive.

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

As Vice President and GTM Healthcare Sales Leader at TTEC, I work alongside healthcare organizations to translate their goals into transformative outcomes. My role is about identifying where care delivery and experience intersect—and finding ways to elevate both. Whether we’re optimizing a single touchpoint or redesigning an entire journey, we’re focused on delivering meaningful value for patients and creating the conditions for staff to thrive.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

One of the biggest challenges is fragmentation patients and staff often navigate disjointed systems that don’t speak to each other. But that’s also the opportunity: by identifying and optimizing the key moments that matter most, we can reduce friction, enhance trust, and improve outcomes. It’s about making the complex feel seamless and personal again.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Technology is already reshaping how we deliver care but its real power lies in how we design it. AI allows

us to predict needs, automate repetitive tasks, and communicate more clearly across language and cultural boundaries. But it only works if it’s in service of empathy.

When we pair smart tools with human-centered thinking, we can enhance both experience and efficiency.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

It starts with clarity and intentionality. We don’t have to personalize every moment but we must be deliberate in personalizing the right ones. When we use technology to reduce operational drag, we free up space for human connection where it matters most. It’s about orchestrating people, processes, and platforms to meet expectations without losing empathy.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

We’ve helped clients reduce no-show rates by up to 40% using predictive engagement strategies. We’ve also seen dramatic improvements in communication and trust through multilingual AI translation and accent neutralization tools.

On the staff side, simplifying workflows through AI-assisted task management has allowed teams to focus more on people not paperwork.

Dr. Hanin Almahmoud

Staff Experience Director

Ministry of National Guard Health Affairs (MNGHA)

1. What key message do you hope to deliver to the audience, and why is it important in today’s healthcare landscape?

The pivotal message I wish to convey is that without satisfied and empowered staff, we cannot provide exceptional healthcare to our patients. The experience of our staff is intrinsically linked to the patient experience; when one is thriving, so too is the other. Prioritizing staff satisfaction is essential for fostering a culture of excellence in patient care.

2. The theme of this edition emphasizes “Care Beyond Boundaries.” How do you see healthcare institutions breaking traditional barriers to improve both patient and staff experiences?

Traditionally, healthcare institutions have concentrated primarily on the patient experience, often overlooking the vital role of staff satisfaction. However, we are now challenging these boundaries by recognizing the importance of both staff and patient experiences equally.

We are shifting from a patient-centered care model to a person-centered care approach, acknowledging that the well-being of our staff is crucial for delivering outstanding patient care.

3. Workforce well-being and engagement are critical in shaping patient experiences. What strategies have you seen or implemented that effectively enhance staff motivation and resilience?

In our hospital, we have established a dedicated Staff Experience department that focuses on six key domains: 1. Promotion of Staff Health and Well-Being: Our initiatives, such as the “Rise Program,” “Second Victim Program,” and “Mental Health Program,” are designed to support the mental health of our employees.

2. Enhancing Personal Growth and Career Advancement: We create personalized training plans that focus on areas for improvement, encouraging our employees to excel in their roles and achieve their career goals.

3. Creating an Employee-Friendly Work Environment: We prioritize workplace ergonomics, safe conditions, and comfortable lounges to foster a positive atmosphere for our staff.

4. Promotion of Inclusion and Sense of Belonging: We regularly organize gatherings and activities that enhance staff engagement and build a sense of community.

5. Recognition of High Performance and Achievement: We implement monthly and annual recognition ceremonies to celebrate the accomplishments of our employees.

6. Listening and Responding to Staff Voices: Through well-

established channels such as “Staff Voice,” “Help Line,” and “SRS,” as well as direct interactions, we actively listen to our employees and respond promptly to their concerns.

By nurturing these domains, we cultivate a workforce that is both healthy and engaged.

4. Technology is transforming the way healthcare is delivered. In your opinion, what role does digital innovation play in empowering both patients and healthcare professionals?

Digital innovation and technology, including AI, are pivotal in enhancing the experiences of both patients and healthcare professionals (employees). They streamline workflows for healthcare providers, making their tasks more organized and efficient. For patients, technology simplifies access to care, enabling easy appointment bookings, medication refills, and retrieval of medical reports. This transformation ultimately leads to improved satisfaction for both parties.

5. With the increasing focus on patient-centered and staff-driven care models, how can leadership drive a culture of empathy, collaboration, and continuous improvement within healthcare organizations?

Leadership plays an important role in fostering a culture of empathy, collaboration, and continuous improvement. This can be achieved by: 1. Demonstrating empathy, prioritizing open communication, and providing a secure environment for staff to share their insights and concerns.

2. Encouraging cross-departmental collaboration and regularly soliciting feedback can enhance teamwork and innovation.

3. Leaders must invest in ongoing training and development to empower their staff and ensure they have the tools and support they require for success.

6. As a thought leader in this space, what is one piece of advice you would give to healthcare professionals striving to create meaningful and lasting improvements in patient and staff experiences?

To all leaders in healthcare, I urge you to not only hear the voices, complaints, and suggestions of both patients and staff but to truly listen, empathize, and act upon them.

Understanding their experiences and feelings is essential in preventing issues from arising in the first place. Cultivating an environment of genuine engagement and proactive support will lead to meaningful and lasting improvements in both patient and staff experiences.

23

Manuel Carvalho

Chief Operating Officer Oman International Hospital

Transformative Empathy is one of the pillars of Patient Experience, where we bring innovation into the core of healthcare provision, but meeting the specific ways patients feel “at home” while receiving it.

1. As we delve into the theme “Transformative Empathy: Where Care Meets Innovation, “how do you envision empathy driving innovation in healthcare practices to enhance the patient experience?

Transformative Empathy is one of the pillars of Patient Experience, where we bring innovation into the core of healthcare provision, but meeting the specific ways patients feel “at home” while receiving it. This encompasses several points like: 1. Human Centred Design 2. Personalized Care 3. Virtual Care and Telehealth 4. Emotional Support and Mental Health Services 5. Empathetic Communication Tools 6. Social and Community Engagement 7. Patient Empowered and Shared Decision-Making I would say that Transformative Empathy embodies the symbiotic relationship between empathy and innovation, highlighting their collective potential to revolutionize healthcare practices and elevate the patient experience to new heights.

2. Could you share insights into how bridging health and social aspects contributes to achieving better patient outcomes, aligning with the symposium’s theme?

Bridging health and social aspects is integral to achieving better patient outcomes. Here’s how integrating social determinants of health (SDOH) into healthcare practices contributes to improved patient outcomes: 1. Addressing Root Causes of Health Disparities 2. Preventive Care and Early Intervention 3. Enhancing Care Coordination and Continuity 4. Empowering Patients and Communities 5. Promoting Health Equity and Inclusion 6. Data-Informed Decision-Making In summary, bridging health and social aspects is essential for achieving better patient outcomes by addressing the underlying determinants of health, promoting preventive care, enhancing care coordination, empowering patients, and communities, promoting health equity, and leveraging data-driven approaches to inform decision-making. By embracing a holistic understanding of health that

encompasses social, economic, and environmental factors, healthcare organizations can create more compassionate, inclusive, and effective care delivery models that prioritize the well-being of all individuals.

3. What specific challenges do healthcare providers face in integrating transformative empathy into their practices, and what strategies do you recommend to overcome these obstacles?

Integrating transformative empathy into healthcare practices poses several challenges for providers, but overcoming these obstacles is essential for delivering patient-centred care. Here are some specific challenges and strategies to address them: 1. Time Constraints Healthcare providers often face time constraints due to busy schedules and heavy workloads, making it challenging to prioritize empathetic interactions with patients. To overcome this obstacle, organizations can implement workflow redesigns, such as scheduling longer appointment times or incorporating dedicated time for empathetic communication into clinical routines.

Additionally, providing training in time management and communication skills can help providers optimize their interactions with patients without compromising efficiency.

2. Burnout and Compassion Fatigue Healthcare professionals may experience burnout and compassion fatigue, which can diminish their capacity for empathy and impact patient care. To address this challenge, organizations should prioritize provider wellbeing by offering resources and support services, such as counselling, peer support groups, and mindfulness training. Creating a culture of empathy and compassion within the workplace, where colleagues support and uplift one another, can also help mitigate the effects of burnout and foster resilience among providers.

3. Cultural and Language Barriers Cultural and language differences between healthcare providers and patients can hinder empathetic

communication and understanding. To overcome these barriers, organizations should invest in cultural competency training for staff, ensuring that providers have the knowledge and skills to navigate diverse patient populations respectfully and effectively. Additionally, offering language services, such as interpreters or multilingual staff, can facilitate communication and enhance patient-provider rapport.

4. Technology Distractions The widespread use of electronic health records (EHRs) and digital documentation systems can create barriers to empathetic communication by diverting providers’ attention away from patients during clinical encounters. To address this challenge, organizations can implement strategies to optimize EHR workflows and streamline documentation processes, reducing administrative burdens on providers.

Providing training in mindful technology use and encouraging providers to prioritize face-to-face interactions with patients can also help mitigate the negative impact of technology distractions on empathy.

5. Resistance to Change Integrating transformative empathy into healthcare practices may encounter resistance from providers who are accustomed to traditional models of care delivery.

To overcome this obstacle, organizations should engage providers in the change process by soliciting their input and feedback, addressing concerns, and highlighting the benefits of empathetic care for both patients and providers.

Creating opportunities for peer learning and mentorship, where providers can share successful strategies and learn from one another’s experiences, can also help foster buyin and enthusiasm for transformative empathy initiatives.

By addressing these challenges proactively and implementing strategies to promote transformative empathy, healthcare organizations can create environments where providers feel supported, patients feel heard and valued, and the delivery of compassionate, patient-centered care thrives.

tools. Whether it’s designing user-friendly interfaces for electronic health records, creating virtual reality simulations for empathy training, or developing AI-powered chatbots for patient support, technologists have the expertise to innovate across various healthcare domains.

By collaborating closely with healthcare professionals and patient advocates, technologists can ensure that their solutions are not only technically robust but also aligned with the values of empathy and human-centered design.

3. Patient Advocates, who serve as the voice of the patient, advocating for their rights, preferences, and needs within the healthcare system. They bring invaluable perspectives based on lived experiences, offering insights into the emotional, social, and practical aspects of navigating illness and healthcare. By actively engaging with healthcare professionals and technologists, patient advocates can contribute to the co-creation of empathetic care solutions, ensuring that patient voices are heard and incorporated into the design and implementation process. Additionally, patient advocates can help raise awareness about the importance of empathy-driven care, promote patient engagement and empowerment, and drive systemic changes to improve patient experiences and outcomes.

Through interdisciplinary collaboration, healthcare professionals, technologists, and patient advocates can leverage their complementary expertise, perspectives, and resources to drive meaningful innovation in patient care.

By fostering a culture of empathy-driven collaboration, organizations can harness the collective creativity and passion of diverse stakeholders to create solutions that truly prioritize the well-being and dignity of patients, ultimately shaping a more compassionate and inclusive future for healthcare.

4. In your opinion, how can interdisciplinary collaboration among healthcare professionals, technologists, and patient advocates foster a culture of empathy-driven innovation, ultimately shaping the future of patient care?

Interdisciplinary collaboration among healthcare professionals, technologists, and patient advocates is essential for fostering a culture of empathy-driven innovation and shaping the future of patient care. Here’s how each group can contribute to this collaborative effort.

1. Healthcare Professionals, who bring clinical expertise, firsthand patient experiences, and a deep understanding of healthcare delivery to the table. They can provide valuable insights into the practical challenges and opportunities for improving patient care, as well as the unique needs and preferences of diverse patient populations. By actively participating in interdisciplinary teams, healthcare professionals can advocate for empathetic care practices, share best practices, and codesign innovative solutions that prioritize patient-centred outcomes.

2. Technologists, who play a crucial role in translating empathy-driven concepts into tangible solutions through the development of cutting-edge technologies and digital

25

CAN YOU MATCH THESE

HEALTHCARE FACTS TO THE RIGHT COUNTRY?

2 Here, patients receive hospital gowns designed for comfort and dignity, improving both patient and staff experience.

1

This country has the world’s longest average life expectancy, often attributed to its universal healthcare and healthy diet.

GUESS THE COUNTRY!

3

This nation pioneered the use of digital health passports to streamline access to medical services nationwide.

4

Home to one of the largest networks of patient experience conferences, fostering global collaboration in healthcare innovation.

*Think you know the answers? Go to page 39 to find out!

27

Eman Kady

Quality Director

Dr. Erfan and Bagedo General Hospital

1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?

Consumer expectations in healthcare have evolved significantly in recent years, driven by a combination of digital transformation, cultural shifts, and broader systemic changes. Example of the key factors; Consumerization of Healthcare People now shop for healthcare the way they do for other products and services—comparing prices, reading reviews, and expecting top-tier service.

Technology & Digital Transformation Mobile apps, wearable devices (like Apple Watch), AIdriven diagnostics, and online patient portals have made it easier for people to engage with their health data and care providers.

COVID-19 Pandemic The pandemic normalized virtual care, forced rapid innovation, and increased patient awareness of healthcare system gaps, all of which raised expectations permanently.

Rise of Value-Based Care There’s been a shift from volume-based to value-based care, emphasizing outcomes and patient satisfaction, which aligns more with consumer-centric expectations.

2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?

Exceptional patient experience goes beyond just clinical outcomes—it’s the total sum of every touchpoint a patient has with the healthcare system, from scheduling an appointment to post-visit follow-up. It combines clinical excellence with emotional intelligence, convenience, and trust.

- Strategies to be used - Design for Empathy & Human Connection - Personalize the Experience - Invest in Seamless, Integrated Digital Tools - Be Proactive, Not Just Reactive Simplify the access by providing virtual visits remove non value added steps decrease waiting time 3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?

Artificial Intelligence (AI) Role in Patient Experience: Predictive analytics help identify patients at risk (e.g., hospital readmissions, chronic disease flare-ups) and intervene early.

Conversational AI/chatbots provide 24/7 support, answer FAQs, and triage symptoms – improving access and reducing wait times.

Clinical decision support helps doctors make faster, more accurate diagnoses, enhancing safety and trust.

Telemedicine & Virtual Care Role in Patient Experience: Provides convenient access to care without travel or waiting rooms.

Increases reach to rural or underserved communities.

Allows family members to join visits virtually—helpful for seniors or complex care discussions.

Digital Health Platforms & Portals Role in Patient Experience: Unified platforms allow patients to manage appointments, view test results, message providers, and pay bills—all in one place.

Real-time notifications and reminders improve adherence to treatment and follow-ups.

Some platforms integrate with wearables and at-home monitoring tools for continuous care.

4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?

Fragmented Systems & Data Silos Patient data is scattered across departments and platforms (EHRs, labs, specialists, etc.).

Lack of interoperability leads to redundant tests, repeated questions, and a disjointed experience.

The Fix: Invest in interoperability-first platforms or health information exchanges.

Adopt patient-centred records where individuals can access and manage their full health history.

Burnout Among Clinicians Clinician burnout is at an all-time high, leading to shorter interactions, emotional fatigue, and a decline in bedside manner.It directly impacts patient experience and satisfaction.

The Fix: Reduce administrative burden with AI-powered documentation, voice assistants, and workflow automation.

Build flexible schedules and allow telework options where appropriate.

Create space for mental health support and peer-to-peer coaching within the organization Legacy Technology & Lack of Digital Maturity Outdated systems create friction for both staff and patients.

Limits innovation and responsiveness to modern patient expectations.

The Fix: Prioritize digital transformation with patient-first platforms.

Adopt agile implementation strategies—pilot fast, iterate quickly—rather than waiting for perfect large-scale rollouts.

Involve patients and front-line staff in user testing and feedback loops.

Inconsistent Communication Patients receive fragmented, unclear, or delayed information (e.g., about test results, follow- ups, or billing).

Miscommunication erodes trust and satisfaction.

The Fix: Standardize proactive communication touchpoints (pre-visit, during, post-visit).

Use messaging channels —text, email, app notifications— based on patient preferences.

Train staff on empathetic communication and scripting for high-stress scenarios.

Limited Focus on Patient Feedback Feedback is often gathered after the fact and not acted on in a meaningful or timely way.

Patients feel like a number, not a partner.

The Fix: Implement real-time feedback loops (e.g., micro-surveys or in-app ratings).

Create closed-loop systems where patients see how their feedback led to improvements.

Elevate Patient and Family Advisory Councils into strategic decision-making roles 5. Can you share a real-world example or best practice where a healthcare organization successfully transformed its patient experience?

Cleveland Clinic, despite being renowned for clinical

excellence, received lower-than-expected patient satisfaction scores in the early 2000s. Patients felt they were receiving great care—but not feeling cared for.

The Transformation Strategy: Created a Chief Experience Officer Role One of the first major health systems to establish a Chief Experience Officer (CXO) to oversee all aspects of patient experience.

This signaled that experience wasn’t a side initiative—it was central to their mission.

Launched “Communicate with H.E.A.R.T.” Training Rolled out a system-wide empathy training program for every employee—not just clinical staff.

H.E.A.R.T. stands for: o Hear the concern o Empathize o Apologize o Respond o Thank Mandated Empathy for Medical Education All medical professionals, including surgeons and specialists, were trained in emotional intelligence and active listening.

Made Patient Experience a Measurable Metric Patient satisfaction became a key performance indicator.

Feedback and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores were used to drive leadership accountability.

Redesigned the Physical and Digital Experience Renovated patient rooms and lobbies to feel less clinical, more comforting.

Improved the portal and digital communications to be more user-friendly, timely, and proactive.

LANGUAGE OF CARE. Thank You

‫شًا‬

Terima Kasih

Gracias

29

Chris Malone Founder

Fidelum Health

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

I am the founder of Fidelum Health. We are a healthcare experience insights, analytics and operational improvement partner for provider and payor organizations. I lead our firm’s experience research and thought-leadership efforts, which addresses the needed and well-being of both patients and staff members.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

I believe the biggest challenge for healthcare providers and payor is to break free from the transactional, fee-for-service financial model that is driving up the cost of care, while simultaneously destroying clinician well-being and patient outcomes. The opportunity is to make a transformational shift to a relationship-focused care and value-based cost management, which would greatly enhance clinician wellbeing and patient outcomes.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Technology is currently a major source of problems AND opportunities in healthcare. Much of the current transactionfocused approach to care delivery has been driven by and worsened by poorly designed and implemented technologies that prevent meaningful relationships between patients and care providers. By the same token, there are certainly opportunities for AI technology to take over many of the repetitive administrative tasks that are overwhelming clinicians every day. However, it all depends on how they are designed and implemented. Will they be used to further transactionalize care? Or will they free up clinician and patient time to foster trusting relationships?

Only time will tell.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

While I certainly understand and recognize that the term “consumerism” has been at times been used to describe the growing range of care choices available to patients, I honestly believe its use is misplaced and that it does not accurately describe what is happening or intended in healthcare. Rather, I would suggest that healthcare is

becoming more focused on high-volume, transactional care with greater cost efficiency and minimal patient or clinician loyalty. As has been the case for other industry sectors, this approach is a recipe for clinical and financial ruin.

In contrast, a focus consistently delivering personalized and compassionate care sustains clinicians, fosters strong relationships with patients, delivers better clinical outcomes and reduces costs. So there is really no choice to be made between the two differing approaches. Any claims that consumerism or a focus on operational efficiency will lead to better care or cost containment are just false promises.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

One of the ironies of the Digital Age in healthcare is that we have more data and more ways to communicate than ever before, but patient relationships and care engagement are actually lower than ever before. Unfortunately, the voluminous feedback that is captured from patients about their care experiences is not focused on what really matters to them or used to personalized the care they receive.

Relative to the hospitality and ecommerce industries, healthcare organizations are comparatively operating in the dark ages as relates to personalization of care and fostering trusting relationships.

Healthcare organizations in our Patient-Provider Relationships & Outcomes Collaborative with Mayo Clinic are working together to apply universal insights from social psychology and communication to personalize care experiences for patients and clinicians in ways that are scalable, and deliver better outcomes for everyone. We believe this is truly innovative.

Word of the Page: Value-based care Meaning: A healthcare delivery model focused on improving patient outcomes and well-being rather than the volume of services provided.

Jared Stanger

Founder and CEO

The Magnified Group and Magnified Learning

Leading the future of human experiences in healthcare means not only embracing change but designing for it—embedding empathy, emotional intelligence, equity, and innovation into every touchpoint for both patients and the people who care for them.

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

Before I became the CEO & Founder of The Magnified Group™ and Magnified Learning•, I conducted research that revealed significant evidence that how we solve problems in healthcare is its own problem. So, I invented a new approach to continuous performance improvement. I call it Cohesive Value Transformation™ (CVT), a next gen Lean Six Sigma solution specifically designed to teach a better way of problem-solving for healthcare professionals seeking better patient outcomes, healthier cultures, and an improved career path.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Today’s professionals leave academic institutions with crucial clinical skills but have an unmet need in a tool kit that supports healthy emotional intelligence, change management skills, and critical problem-solving skills to be successful.

Retention and staffing are one of the biggest concerns in healthcare organizations along with demands to reduce cost and inefficiencies.

improvement and efficiency to accelerate adoption and outcomes in a more cost effective, sustainable way. I see the future as bright in using emerging technology to speed up the root cause analytics, compile and organize data, and simplify communication for both patient and staff experience with AI backed problem- solving technology.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

Healthcare organizations must focus on aligning people, processes, and technology and all stakeholders around shared values at a lower cost to drive better care.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

We have implemented Cohesive Value Transformation™ to enable healthcare organizations to do more together and simultaneously, achieve larger cost savings. This allows them to do more with less.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Technology must be integrated in all aspects of the business of healthcare. AI becomes a door to think faster if it is built correctly. It is process driven and requires continuous

31

Refaat Saadi

Business Development Director

CareInn

Patients today expect more than treatment—they expect empathy, clarity, and connection. Exceptional care means designing systems that respect their humanity, not just their symptoms. When technology quietly empowers both patients and staff, that’s when it stops being a tool and starts becoming part of the healing process.

1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?

Patients today are more informed, more connected, and more vocal about their needs than ever before. They no longer view healthcare as a transactional experience, but as a journey that should respect their time, emotions, and individuality. What’s driving this shift is a mix of cultural change, digital transformation, and higher exposure to global healthcare standards. In Saudi Arabia, the health sector transformation program has also elevated the public’s expectations around access, clarity, and personalization in care.

2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?

Exceptional care isn’t about luxury or aesthetics—it’s about presence, attentiveness, and dignity. It happens when systems are built around the patient’s life, not the provider’s schedule. To achieve this, healthcare organizations need to focus on three things: empowering frontline staff with the right tools, reducing friction in everyday interactions, and designing systems that listen as much as they inform.

3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?

Technology alone doesn’t improve patient experience—it depends on how it’s implemented. When done right, it enhances communication, streamlines service delivery, and gives patients more agency in their care. In our work at CareInn, for example, bedside platforms allow patients to request services, control their environment, and access information seamlessly—all while reducing the load on clinical staff. That’s where technology becomes a quiet

enabler of compassion.

4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?

One of the biggest challenges is operational overload.

Frontline staff are often stretched between clinical duties and non-clinical service requests. Another challenge is the lack of integration between systems, which leads to fragmentation in the patient journey. These can be addressed by investing in interoperable platforms that streamline tasks, and by redesigning workflows to free up time for real human connection.

5. Can you share a real-world moment where a patient’s or caregiver’s experience reflected the true impact of thoughtful healthcare technology?

Certainly. One moment that stayed with me came not through a survey or report, but during a casual visit at an industry event. A representative from the Ministry of Health was visiting our booth and, during our discussion, asked if we were the ones who had implemented the patient engagement system at a certain public hospital. When we said yes, he took a deep breath and said, “That system helped me more than you can imagine.”

He went on to explain that his young child had recently undergone surgery and was admitted to that very hospital.

The bedside screen system we had installed became a source of distraction, entertainment, and comfort for his child—keeping him engaged and less focused on pain or restlessness. It also meant less dependency on devices like iPads, which in his case were difficult for his child to hold post-surgery.

That interaction reminded us that patient experience isn’t always about the numbers. Sometimes, it’s about the quiet, personal relief a parent feels in a moment of stress. And that, to me, is the real success.

Marcia Collyer

Director, Patient Experience

Erlanger

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

As the Director of Patient Experience, I work closely with dept. leaders in monitoring their patient satisfaction and coaching / shadowing leaders while they ensure their staff are implementing best practices such as bedside shift report, frequent rounding, MD RN rounds and nurse leader visits. Leaders present their action plans on a routine basis which also include actions they are taking to influence employee engagement. Staff communication and interactions with patients is the key driver of patient satisfaction. In my role, I have personally taught over 1500 caregivers a 2-hour Patient Experience in-person class which focuses on communication, listening, empathy and service recovery.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

There is an increasing demand for healthcare with our aging population and a lower supply of healthcare workers.

This has caused added stress to our systems with longer wait times, difficulty with access and now greater threats to reimbursement. Patients have higher amounts of stress and are also sicker. Hospitals have many very young nurses who are still learning and it can be a difficult environment.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

As a Baby Boomer, I have spent most of my life without technology at my fingertips, therefore I am more inclined to state that AI and digital solutions will never be able to take the place of the human connection and interaction that patients want and often need most.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

Healthcare organizations must highlight and demonstrate to consumers what they are doing related to values such as caring, compassion, courtesy, respect, etc. Consumers want to go somewhere where they know they will be treated with kindness and respect. If caregivers do not actively demonstrate these values, it does not matter how efficient operations are.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

Organizations must first create and imbed Standards of Behavior in their organizations. It takes a lot of work and focus to infuse these across an organization and create recognition activities that highlight and reward staff who are living these each day. When new employees are hired, they know clearly what the expectations are. For leaders, they guide and support what they do to hold staff accountable.

This is the basis in creating a culture of excellence which will then result in a positive patient experience.

Secondly and just as important is leadership development.

Often times in healthcare, we promote someone who has been a ‘good nurse’, but they have no idea what it means to lead and manage people. Leaders today must be flexible and understand how to engage different personalities and generations. First, they have to understand their own strengths and weaknesses. The #1 driver a creating a great organizational culture where employees are happy is having great leaders.

Word of the Page: Standards of Behavior Meaning: Clearly defined expectations for staff conduct that foster a culture of respect, compassion, and accountability, essential for delivering exceptional patient experience.

33

Dr. David Weisman

Chief Experience Officer

NYC Health + Hospitals/Queens

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

I am the Chief Experience Officer for NYC Health + Hospitals/Queens. The primary role of this job is to bridge the gap between patient and staff needs by optimizing experiences on both sides, recognizing that a happy and supported staff leads to better patient care, and a positive patient experience contributes to a healthier, more rewarding work environment for staff.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

The biggest challenges are access to care, healthcare inequality, poor communication among healthcare teams, staff burnout, technology integration and data security. The biggest opportunities are telemedicine, AI and machine learning, a commitment to person-centered care, health education and empowerment and health data interoperability. By addressing these issues, we can create a more effective, accessible, and compassionate healthcare system.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

AI can help with early disease detection, predict patient

outcomes, and optimize treatment plans. AI-driven tools can also improve administrative efficiency, freeing up time for healthcare providers to focus more on patient care.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

Balancing operational efficiency with delivering personalized, compassionate care is a delicate task for healthcare organizations, especially with the increasing demand for consumer-centered healthcare. Striking this balance can be achieved by leveraging technology to enhance personalized care (AI, telemedicine), streamlined administrative processes (LEAN) and fostering a culture that values both efficiency and empathy.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

Some of our employee strategies include H3 (Helping Healers Heal) program which focuses on employee wellness, consistent executive leader rounding and the development of a peer-to-peer recognition program.

CULTURE & CARE CORNERS

SPOTLIGHTING HEALTHCARE TRADITIONS WORLDWIDE: Saudi Arabia: Family involvement and privacy are key to patient care.

India: Ayurveda and holistic healing of complement modern treatments.

Japan: Omotenashi—attentive, respectful hospitality- shapes patient experience.

USA: Innovation and patient-centered care drive continuous healthcare improvements.

Aphriekah DuHaney-West

Senior Vice President Area Manager

Kaiser Permanente

Leading the future of human experiences in healthcare means embracing innovation, empowering people, and creating a culture where every patient feels valued, and every caregiver feels inspired. It’s creating conditions and environments where compassion, innovation, and collaboration converge—every patient’s journey is marked by dignity, and every caregiver is empowered. The future isn’t just about better care—it’s about transforming lives with empathy, excellence, and purpose.

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

As Senior Vice President of Central Valley Area Kaiser Permanente, the role is vital in shaping patient and staff experiences. This includes fostering a culture of collaboration, innovation, and professional growth, ensuring resource allocation for high-quality care, and investing in technology and community engagement. The aim is to create an environment where patients receive exceptional care and staff feel valued and supported.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Main challenge in healthcare includes staff burnout, patient access and equity, administrative complexity, slow technology adoption and organizations lack of understanding their specific workforce and customer segmentations. These results in reduced morale, care gaps, inefficiencies and low consumer and staff loyalty.

Balancing Human design, innovation and a difference to expertise is a good start.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Technology, especially AI and digital health solutions, is already transforming healthcare, and its impact on both patient and staff experiences will only deepen in the future.

Here is how: For Patients: Personalized Care & Predictive Analytics – AI can analyse health data to predict potential illnesses, recommend preventive measures, and customize treatment plans.

Remote Monitoring & Telehealth – Wearable devices and AI-driven monitoring tools allow patients to receive

care from home, reducing hospital visits and improving accessibility.

Faster Diagnoses – AI-driven diagnostic tools (e.g., imaging analysis, pathology AI) help identify diseases earlier and more accurately.

Improved Patient Engagement – Chatbots, virtual assistants, and mobile apps enhance communication, appointment scheduling, medication adherence, and health education.

Reduced Wait Times – AI-driven scheduling and triage systems optimize patient flow, making hospital visits more efficient.

For Healthcare Staff: Workflow Automation – AI can automate administrative tasks (e.g., documentation, billing, patient scheduling), allowing staff to focus more on patient care.

Clinical Decision Support – AI-driven decision tools assist doctors and nurses in making data-driven treatment choices.

Burnout Reduction – By automating repetitive tasks and streamlining workflows, technology can help reduce workload stress on medical professionals.

Training & Simulation – AI-powered simulations and virtual reality (VR) training provide realistic, hands-on medical education for staff.

Enhanced Communication & Collaboration – Digital platforms and AI-driven tools improve coordination between departments, leading to more efficient care delivery.

Technology is shifting healthcare toward a more patientcentered, efficient, and data-driven model. The key will be ensuring that AI and digital solutions augment rather than replace human judgment and empathy. How do you see these changes impacting your work or industry?

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational

35

efficiency with delivering personalized, compassionate care?

Balancing operational efficiency with personalized, compassionate care in the era of healthcare consumerism requires a strategic approach that integrates technology, workforce optimization, and patient-centered practices.

Leverage Technology for Efficiency and Personalization AI & Automation: Use AI-driven chatbots, virtual assistants, and automated scheduling to streamline administrative tasks, freeing up staff for direct patient interaction.

Telehealth & Remote Monitoring: Offer virtual care options and wearable integrations to personalize care while reducing unnecessary hospital visits.

Workforce Empowerment & Training Staff Development: Provide ongoing training in empathy, active listening, and cultural competency to ensure patient interactions remain compassionate.

Reduce Burnout: Optimize staffing models and implement wellness programs to prevent burnout, enabling caregivers to focus more on quality interactions.

Team-Based Care Models: Use multidisciplinary teams to ensure comprehensive, coordinated care while maintaining efficiency.

Data-Driven Personalization Predictive Analytics: Use patient data to anticipate needs and personalize care plans, whether for chronic disease management or preventive interventions.

CRM Systems: Implement customer relationship management (CRM) tools to track patient preferences and engagement history for tailored communication.

Patient-Centric Care Models Shared Decision-Making: Involve patients in their care decisions through education, digital tools, and transparent communication.

Experience Design: Improve the patient journey with seamless digital experiences, clear navigation, and reduced wait times.

Community Engagement: Address social determinants of health (SDOH) by partnering with local organizations to support holistic well-being.

Financial Transparency & Accessibility Clear Pricing Models: Provide upfront cost estimates and transparent billing to build trust and reduce financial anxiety.

By integrating these strategies, healthcare organizations can maintain operational efficiency while fostering a culture of empathy and personalized care—ultimately enhancing both patient satisfaction and health outcomes.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

Implemented a “Patients First” initiative, embedding empathy training across all levels.

Developed an AI-driven patient engagement platform, sending personalized reminders and educational content.

Introduced employee well-being programs, including mental health resources and flexible work arrangements.

AI and automation help staff focus on care instead of administrative tasks KP’s ambient AI playbook for providers Human Centered Design.

Jeff Burrow National Health Director Pocketalk

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

My role is to promote the use of technology to provide translation services where human interpreters/language lines are either not practicable or immediately available.

For the LEP patient and the staff this means having a truly comprehensive solution, resulting in as close an experience as possible to a native speaker.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Physically, there are dozens of potential touchpoints where a patient and/or their family can come into contact with employees across a healthcare facility. Any one of those can result in a negative experience, affecting their outlook of the entire system. But it’s also an opportunity for the entire staff (not just care teams) to understand they are playing an important role in patient satisfaction and better outcomes.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

There is absolutely an opportunity for efficiency and better health outcomes, BUT the AI solution must be adaptable and simple enough to fit within the staff’s existing culture, processes, and procedures…not the other way around.

Thomas Tull

VP, Chief Experience Officer

Ballad Health

Patient experience is about much more than a smile—it’s about culture, intentionality, and embracing technology to create personalized, safe, and compassionate care. Success lies in focus, listening deeply, and continuously improving together as a team.

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

As the Chief Experience Officer for a large integrated health system, I have the pleasure of working with the team on patient/family, team member and physician engagement.

The patient experience is much more than the “smile test.”

Today’s consumer is more informed and expects high quality, safe and effective care. I enjoy working closely with Quality and Safety and Organizational Development as we continue our journey to a Highly Reliable and engaged organization. All modalities play a key role. It is about culture. EVERYTHING speaks.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Today’s consumer, provider, and employee have incredibly high expectations. Health care delivery has become a consumer-driven industry. Workforce engagement and training, setting realistic expectations for patients/ families; and creating an environment where providers feel heard, respected and want to practice their craft takes intentionality to the largest and smallest of details. Society in general is seeking something different. The trick will become creating that difference.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Delivering care that is customized with easy access is

critical to out success. Technology adoption is increasing at a rate that is faster than many organizations have the bandwidth to deliver. Getting out of our way and “skating to the where the puck is going” will be crucial to our success. Embracing technologies such as the use of AI creates incredible opportunities yet is unchartered territory.

We must adopt and adapt to create the culture and experience of the future.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

Focus. We can’t be all things to all people. Select a few critical success factors and pursue them passionately.

There will always be new and bright shiny toys – but staying true to the problem or issue you are trying to solve will provide that focus.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

Listening to key stakeholders, our organization has embarked on solidifying the common culture with behaviours and actions. It is a journey working on human development skills for leaders and human development behaviours for all. The journey involves getting better together as providers and the application of high reliability skills. Additionally, we are focusing on what matters most to all – safe delivery of healthcare and communication.

37

Dr. Hassa Saif Al Mazrouei Medical Director Patient Experience Sheikh Shakhbout Medical City (SSMC)

Creating a healthcare system that prioritizes patient needs, promotes better health outcomes, and provides a positive patient experience that is measurable and can be improved on a continuous basis.

1. How would you describe the dynamic change in patient experience, owing to the accelerated pace of digital transformation, technology and innovation?

There have been major changes in the patient experience as a result of the quick pace of digital transformation, technology, and innovation. Via digital platforms, patients may now rapidly and easily access medical resources and information, and telemedicine has made it feasible to get medical care from the convenience of one’s own home. Patients can also monitor their health and wellness utilizing a variety of mobile apps and wearables. These developments have made it possible for patients to take a more active part in their own care, allowing them to make well-informed decisions and actively manage their own health. Yet, this digital transformation has also brought about new difficulties, including guaranteeing data security and privacy and tackling the digital gap that can prevent some patients from having access to resources and technology.

2. Do you think future patience experience strategies will engage in a culture wide change which can be measured and analysed?

Patient experience strategies will need to be more focused on culturewide change that can be measured and analyzed in the future. This means that healthcare organizations must approach patient care holistically, taking into account not only the clinical aspects of treatment but also the patient’s overall experience. To achieve this, healthcare providers will need to invest in advanced analytics tools capable of measuring patient satisfaction and identifying areas for improvement. They will also need to take a more patientcentered approach to care, emphasizing personalized treatment plans and leveraging technology to improve patient engagement and communication.

Furthermore, healthcare providers will need to foster a culture of continuous improvement, encouraging employees to reflect on their practices on a regular basis and identify areas for improvement. This will necessitate patientcentered care and communication training and

education programs. Finally, the goal of these strategies is to create a healthcare system that prioritizes patient needs, promotes better health outcomes, and provides a positive patient experience that is measurable and can be improved on a continuous basis.

3. According to you which functions of the healthcare sector will see remarkable change inclining to the improving standards to meet patient expectations and experience? – explain.

• Hospital Infrastructure • Medical and healthcare equipment • Feedback and Diagnostic services • Telemedicine and medical assistance/accessibility • Medical information and data management • eHaaS All of the functions listed are critical components of the healthcare sector, and they are all likely to undergo significant changes in order to improve patient expectations and experiences. Some functions, however, may undergo more significant changes than others.

To begin, hospital infrastructure will most likely undergo significant changes in order to meet patient expectations and experiences. Hospitals will need to redesign their facilities to make them more comfortable and welcoming, with amenities such as private rooms, comfortable waiting areas, and modern equipment. In addition, hospitals will need to prioritize infection control measures to ensure patient and staff safety.

Second, medical and healthcare equipment will improve significantly. Medical devices and equipment must be more user-friendly, with intuitive interfaces and simple designs.

Additionally, there will be an emphasis on providing more personalized treatment options that can be tailored to individual patient needs.

Third, in order to improve the patient experience, feedback and diagnostic services will become more important.

Providers will need to focus on gathering patient feedback and using it to improve care quality. In order to improve accuracy and speed up the diagnostic process, providers will also need to invest in advanced diagnostic tools.

The pandemic has accelerated telemedicine adoption, and it is expected to become a standard part of healthcare

delivery in the future. Telemedicine will make medical care available to patients from anywhere, making healthcare more accessible and convenient. Fifth, medical information and data management will become increasingly important in order to improve patient experience. To improve the accuracy and accessibility of patient records, providers will need to invest in advanced data management systems.

Providers will be able to provide more personalized care, reduce errors, and improve overall patient satisfaction as a result of this. Finally, eHaaS (Electronic Health as a Service) is expected to grow in popularity in the future. eHaaS will allow healthcare providers to gain access to advanced health technologies and services without making large capital investments. This allows providers to provide better care at a lower cost, thereby improving patient experience and outcomes. Overall, all of these functions of the healthcare sector will undergo significant changes in order to meet patient expectations and experiences. To succeed in the future, providers will need to prioritize patient needs, invest in advanced technologies, and foster a culture of continuous improvement.

4. How do you feel patient experience strategies will benefit Caregivers and Support Groups?

Patient experience strategies can benefit support groups by increasing engagement and community building opportunities. Online support groups can connect patients and caregivers with others who have had similar experiences, allowing them to share information and emotional support in a safe and supportive environment.

This can help to alleviate feelings of isolation while also providing a sense of belonging and connection.

Furthermore, patient experience strategies that prioritize communication and collaboration among healthcare providers and caregivers can improve patient care quality.

Caregivers can advocate for their loved ones, ensuring that they receive the care they require and that their preferences and needs are considered. Caregivers can help providers build stronger relationships with their patients and provide better care.

ANSWERS GUESS THE COUNTRY! 1. Japan - Known for having one of the longest life expectancies globally, thanks to universal healthcare and a nutritious diet.

2. United States - Leading in innovative patient apparel like PatientStyle gowns that enhance comfort and dignity.

3. Saudi Arabia - A pioneer in implementing digital health passports to improve healthcare access nationwide.

4. Global / USA - Host to many major international patient experience conferences, advancing global collaboration in healthcare.

39

Mindy G. Spigel

MSN, CPXP, TEDx Speaker, Author

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

For over 25 years, I served as the Director of Patient and Associate experience for a group of hospitals. I am passionate about creating a great experience for all in healthcare. I believe you cannot separate patient and team members’ experience.

Currently, I am serving as a consultant, speaker sharing my research about fear and how to respond to fear with compassion.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

With all the pressure around productivity and finances for health care professionals today, I believe it is important to keep care providers connected to their true purpose and their why… why they went into health care in the first place and what is it that brings them joy.

3. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

BEHIND THE DATA

QUICK INSIGHTS Patient Satisfaction: 85% of patients say clear communication greatly improves their healthcare experience.

We must stay focused on providing compassionate care to patients, families and the team. When patients and families do not feel safe and comfortable with team members, they cannot hear what we are telling them. This will lead to increased readmissions and more distress for patients, families, and the team. I also believe that it is those moments that health care team members connect with patients and families that bring them joy as well.

It is important to ask the team what barriers are in their way to providing high quality, compassionate care and what thoughts do they have to alleviate those barriers.

4. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

It is critical for leaders to talk with team members about their experience. Recognize that there are times team members are afraid, anxious, overwhelmed and need to feel informed, safe and comfortable just like patients and families. Involve them in changes. Know something about each team member that has nothing to do with their job.

Listen to them. All the same strategies that we use with patients and families.

Staff Engagement: Healthcare teams with high engagement report 20% fewer errors and improved patient outcomes.

PX Benchmarks: Top-performing hospitals see a 30% higher patient loyalty score compared to industry averages.

Vanessa Gerdes

Manager Patient Experience

Desert Valley Hospital and Medical Group

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

I, Vanessa Gerdes am the Patient Experience Manager and Coach at Desert Valley Hospital in Victorville, CA. My role primarily focuses on patient and staff experiences in a healthcare setting.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

I think one of the biggest challenges in enhancing experiences is getting buy in from staff and physicians.

I also see this as a great opportunity area in enhancing experiences because both healthcare workers and patients will benefit if healthcare workers focus in on the importance of experience and attention to detail.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

Technology could benefit in some areas of experience, but nothing is better than having real and personal interactions and connections.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

It is important to prioritize patients as partners in their healthcare decisions and work together to achieve the best outcome. It is essential to first gather the patient perspective and preferences and then communicate on their care plan with them.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

As a Patient Experience Manager and Coach I have prioritized daily recognition with our staff members to let them know that I notice their efforts in the workplace and in enhancing experience. This has enhanced the environment for our staff and has allowed for a boost in morale. With our patients, I have implemented a personal rounding approach to create a safe space between myself and our patients that allows the patient to be heard, addressed, and turned to a satisfied state. I work primarily with our physicians and staff in order to fill potential gaps during patient duration of stay.

41

Courtenay Bruce

Associate Chief Experience Officer Houston Methodist Hospital System

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

I am associate chief experience officer for the system, which means I oversee patient experience strategy, implementation, and rollout for systemwide interventions and initiatives designed to strengthen patient/family experience.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

Patient/family (and staff) expectations seem to be becoming higher—it’s harder to meet expectations. Healthcare is not easily conductive to the streamless, frictionless, instantaneous delivery in the same way that other industries are.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

They can supplement experience but not replace human

touch. Digital technologies must make lives easier, not harder.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

I don’t think we have a good sense of how to balance those needs yet—how to strike it yet. Only this: Most patients desire efficiency. They want to spend less time doing things, and automation can help them. But it does be created well.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

Rounding well. There’s nothing that replaces high-quality rounding to connect with our patients on their concerns or needs, but it does must be done well. Otherwise, rounding just becomes a waste of everyone’s time, including the patients.

Rabab Diab

Deputy CEO, Director of Consultation and Training

Health Care Accreditation Council

1.What are the key strategies your organization has implemented to enhance patient experience, and how have these strategies impacted patient satisfaction?

The accreditation provides a framework for healthcare organizations to ensure that they meet specific standards related to patient-centered care, contributing to the overall improvement of service quality.

The Health Care Accreditation Council (HCAC) play a critical role in enhancing patient experience by setting standards, monitoring compliance, and promoting continuous improvement in healthcare settings.

The HCAC standards are designed with a focus on the entire journey of patients within a healthcare facility. Including the following requirements.

• Awareness and Information sharing • Patient & Family Education • Patient Active Involvement • Patient Representation • Utilization of patient’s voice The health care accreditation council with the aim of improving quality of care and save lives, worked with the national bodies to improve patient experience and achieved many successes. The work on the improvement of primary health care services through implementation of the personcentred care standards in collaboration with the ministry of health and the support of donor yield in improving overall client satisfaction in 90 primary healthcare centers by 15%.

2. Can you share a specific success story where improving patient experience led to better clinical outcomes or operational efficiencies?

The implementation of person centered care standards in different settings including more than 30 hospitals, and more than 100 primary healthcare centers, moreover

implementation of specific programs such as implementation of Breast Imaging Units accreditation standards in more than 30 units impacted different clinical outcomes and operational efficiencies.

There was improvement in the Couple Years Protection (CYP) while using modern family planning services by 13% in 59 centers implemented primary health care accreditation standards versus only 5 percent for all (224) nonparticipating centers. Additionally, there was improvement in the control of chronic diseases including hypertension and diabetes.

3. Can you discuss the role of cultural competence in enhancing patient experience, particularly in a diverse patient population?

Cultural competence is vital in improving the patient experience, particularly within diverse populations, including refugees and vulnerable communities. As Jordan receives influx of refugees, the cultural competence was one of the challenges that the healthcare sector needs to deal with, in addition to many other challenges, by fostering an inclusive, empathetic, and patient-centered approach, healthcare providers can address the unique challenges faced by these groups, ensuring equitable access to care and positive health outcomes.

There different challenges for establishing cultural competence for improving experience in the healthcare settings for the refugees and vulnerable communities including trauma, language barriers, Cultural and religious beliefs, poverty, housing instability, and lack of insurance, which affect access to care. feel disempowered due to systemic inequities or lack of familiarity with healthcare systems, and stigma and Implicit Bias.

There are different strategies that the healthcare

43

organizations can implement to develop cultural competence such as: • Diverse Workforce: Employ a staff that reflects the community’s cultural demographics.

• Patient-Centered Care: Actively listen and adapt care to individual patient needs and preferences.

• Community Engagement: Collaborate with cultural organizations to better understand and meet community needs.

• Feedback Mechanisms: Regularly gather patient feedback to identify and address gaps in culturally competent care.

Generic Healthcare Industry Questions 1.What strategies do you employ to foster a culture of continuous improvement and innovation within your organization?

Since its inception, the HCAC establish the guiding principles based on continuous improvement and learning as core values, and used different strategies to foster culture of continuous improvement that includes the following: • Leadership commitment, encourage open communication, and promote transparency.

• Invest in learning and development, knowledge sharing and stay updated • Embed continuous improvement into processes, encourage small, incremental improvements in daily operations, establish feedback loops, Implement regular reviews of processes, customer feedback, and performance metrics.

• Cultivate a Safe-to-Fail Environment, normalize risk-taking, encourage experimentation by framing failures as opportunities for learning, avoid punitive

Measures, focus on analysing what went wrong and applying lessons learned rather than assigning blame.

• Leverage Technology, use technology to streamline processes and free up time for creative work.

• Data-Driven Decisions, use analytics to identify areas for improvement and innovation opportunities.

• Engage with Customers and Stakeholders, regularly seek insights from customers to inform improvements, and Involve customers or stakeholders in developing solutions.

• Measure and reflect, define measurable goals for improvement and innovation initiatives, conduct retrospectives to assess progress and refine strategies, and maintain a repository of case studies and insights for future reference.

As leading organization for quality and patient safety in the region, the health care accreditation council plays a crucial role in driving and fostering continuous quality improvement, this includes strengthening the quality and patient safety standards to ensure that it integrate the up-to-date evidence-based practices. Fostering the accreditation programs to be value-based care outcomes.

Additionally, HCAC implement different initiatives to foster culture of quality improvement including launching the national quality and safety goals every 2 years to encourage non accredited healthcare organizations working in improving quality and patient safety and launch annual quality award competition for accredited healthcare organizations to address priority areas for improvement.

Did you know?

Patients are 3x more likely to trust their care team when communication is empathetic.

Empowering Healthcare Excellence Exclusive Partnership Between HCACI & Beyond Consulting Discover Our Commitment to Quality and Safety

About HCACI The Health Care Advisory Consortium - International (HCACI) is a pioneering organization committed to advancing healthcare quality through accreditation, consultation, research and training. Our mission is to support healthcare institutions in achieving and maintaining international standards of excellence, ensuring that patient safety and quality care are at the forefront of healthcare delivery.

Exclusive Partnership with Beyond Consulting Beyond Consulting is the sole representative and service provider of HCACI in Saudi Arabia. This strategic collaboration empowers us to offer tailored solutions that align with the Kingdom’s goals for healthcare transformation, ensuring we meet the evolving needs of the healthcare sector and contribute to improved health outcomes across the region.

Our Services HCACI Services you through Beyond Consulting We provide a range of specialized services, including: • Training and Capacity Building • Quality Improvement Programs • Organizational Readiness and Reform Assessment • Policy Advisory and Governance Support • Design and Implementation of Quality Management Systems • Stakeholder Engagement and Awareness Programs

Recognized by

45

Pantea Vahidi

Founder Compassion Clinic

1. Can you share a brief overview of your role and how it connects to patient and staff experience in healthcare?

As the founder of Compassion Clinic, my mission is to advance the practice of compassion in both healthcare and humanity at large. While compassionate care is often cited as a mission and aspiration, there remains a critical gap in equipping healthcare professionals with the tools to embody and sustain it. My work focuses on developing and promoting compassion-based interventions that enhance the well-being of both patients and providers by fostering empathy, connection, and compassion.

2. In your opinion, what are the biggest challenges and opportunities in enhancing human experiences in healthcare today?

One of the greatest challenges we face today is the increasing emotional and cognitive overload among healthcare professionals. Many are simply trying to get through their tasks, often feeling detached from both their patients and themselves. This chronic state of exhaustion has led to a workforce with high rates of burnout and disengagement.

The opportunity lies in restoring this workforce through meaningful connection and compassion. By revitalizing care teams with supportive practices that allow them to refill their emotional reserves, we not only improve staff well-being but also elevate the patient experience.

3. How do you see technology, such as AI and digital health solutions, shaping the future of patient and staff experiences?

I view technology, including AI, as a powerful ally, one that can help us unlock greater human potential rather than diminish it. When integrated thoughtfully, AI can reduce administrative burdens and streamline routine tasks, freeing healthcare professionals to focus on what matters most: human connection and compassionate care. The goal is not to replace the human touch, but to create space for it to flourish.

4. With the shift toward healthcare consumerism, how can healthcare organizations balance operational efficiency with delivering personalized, compassionate care?

Operational efficiency and compassionate care are not mutually exclusive, in fact, they enhance each other.

Compassion toward staff increases job satisfaction, and compassion toward patients improves health outcomes.

Both contribute to fewer readmissions, reduced turnover, and decreased medical errors. A key mindset shift for leadership is recognizing that compassion is not just a “nice-to-have”, it is a foundational element of meaningful care delivery.

When compassion is woven into the culture of healthcare organizations, it cultivates trust, strengthens relationships, and creates an environment where both patients and staff can thrive.

5. What innovative strategies or best practices have you implemented (or observed) that significantly improved patient or staff engagement and well-being?

One highly effective yet underutilized strategy is structured, facilitated peer support. At Compassion Clinic, we lead a program called Compassion Circle, a peer support model rooted in emotional safety and mutual care. These circles bring together professionals across disciplines and departments to openly discuss challenges, co-create solutions, and build community. This supportive intervention improves psychological safety, fosters a sense of belonging, and strengthens workforce well-being, ultimately impacting the quality of care delivered.

"THIS OR THAT: HEALTHCARE EDITION" A Quick Pick Game to Spark Self-Reflection Pick one answer from each pair below - there are no wrong choices, just insights into your care style and mindset!  Pro Tip: Share your results with a colleague or friend and see how your choices compare!

When caring for someone, I tend to be more...

A: Empathetic B: Practical I feel most energized by...

A: One-on-one connections B: Solving big challenges In a tough situation, I rely more on...

A: Gut instinct B: Data and logic I prefer care environments that are...

A: Calm and personal B: Fast-paced and efficient I think patient experience starts with...

A: Listening deeply B: Clear communication

What Your Choices Might Say Mostly A’s: You’re a Heart-First Healer - focused on empathy, connection, and emotional care.

Mostly B’s: You’re a System Savvy Supporter - driven by smart solutions and structured care.

Mix of Both: You’re a Balance Builder - bridging empathy and efficiency for whole-person care.

47

Software for Volunteer Management

samaritan.com/health © Samaritan Software, LLC | All Rights Reserved

I N DUSTRY IN SI GHTS

Perspectives Shaping Healthcare The Evolving Landscape of Healthcare: How Innovation is Reshaping the Patient Experience

The healthcare industry is undergoing a seismic transformation. With digital advancements, AI-driven care, and patientcentric models redefining traditional healthcare delivery, the focus has shifted toward enhancing the patient experience. In an era where convenience, personalization, and efficiency are paramount, healthcare providers must embrace innovation to stay relevant and improve outcomes.

So, how is the healthcare landscape evolving, and what strategies can providers implement to enhance service quality?

Let’s explore key trends and actionable insights shaping the future of patient care.

1. Digital Transformation: The Rise of Smart Healthcare Digital technology is no longer just an add-on—it’s a necessity in modern healthcare. From electronic health records (EHRs) to mobile health apps, digital transformation is streamlining processes and making care more accessible.

• Real-World Example: Cleveland Clinic has implemented a robust digital infrastructure, offering a seamless online appointment booking system and digital patient portals for accessing medical records. As a result, patient engagement and satisfaction have significantly improved.  Reference: Cleveland Clinic’s Digital Health Initiatives How Providers Can Adapt: - Invest in interoperable EHRs to ensure seamless data sharing.

- Leverage mobile apps to provide real-time health updates and reminders.

- Enhance cybersecurity measures to protect patient data and build trust.

2. AI-Driven Care: Enhancing Diagnosis & Treatment Artificial Intelligence (AI) is revolutionizing everything from diagnostics to personalized treatment plans. AI-powered algorithms can analyze vast datasets, detect anomalies, and even predict disease progression with greater accuracy.

• Real-World Example: Google’s DeepMind AI has demonstrated the ability to detect eye diseases as accurately as human ophthalmologists, expediting diagnosis and treatment.  Reference: Google DeepMind’s AI in Healthcare

49

How Providers Can Adapt: - Implement AI-driven chatbots to handle patient inquiries efficiently.

- Use predictive analytics to identify at-risk patients and intervene early.

- Train healthcare professionals to work alongside AI for better decision-making.

3. Patient-Centric Models: Empowering Individuals in Their Healthcare Journey Gone are the days of a one-size-fits-all approach. Today’s healthcare is shifting toward value-based care, where the focus is on patient outcomes rather than service volume.

• Real-World Example: The Mayo Clinic has embraced a patient-first philosophy by incorporating shared decision-making models, ensuring patients actively participate in their treatment plans.  Reference: Mayo Clinic’s Patient-Centered Care

Approach

How Providers Can Adapt: - Foster transparent communication and shared decision-making.

- Personalize care plans based on patient preferences and lifestyle.

- Implement feedback loops to continually improve the patient experience.

4. Telemedicine: The Future of Accessible Healthcare The COVID-19 pandemic accelerated the adoption of telemedicine, and it’s here to stay. Virtual consultations have made healthcare more convenient and accessible, especially for rural populations and those with mobility constraints.

• Real-World Example: Kaiser Permanente has integrated telehealth into its care model, with over 60% of visits now conducted virtually. This has reduced patient wait times and improved overall care efficiency.  Reference: Kaiser Permanente’s Telehealth Model How Providers Can Adapt: - Invest in secure, user-friendly telehealth platforms.

- Train staff to optimize virtual patient interactions.

- Ensure telehealth services are integrated with in-person care when needed.

The Path Forward: Prioritizing Innovation for Better Patient Outcomes The future of healthcare is unfolding at an unprecedented pace. Providers who embrace digital transformation, AI-driven care, patient-centric models, and telemedicine will not only enhance patient experiences but also drive better health outcomes.

The key takeaway? Innovation isn’t optional - it’s essential.

Healthcare leaders must proactively adopt new technologies and patient-centered strategies to meet evolving demands.

By doing so, they can build a system that is more efficient, accessible, and responsive to patient needs.

I N DUSTRY IN SI GHTS

The Importance of Staff Experience in Healthcare and Its Impact on Patient Experience The healthcare industry has long focused on enhancing patient experience, but there’s growing recognition that staff experience is equally critical to achieving better patient outcomes. When healthcare professionals feel supported, valued, and engaged, they provide higher-quality care, improved patient interactions, and better overall efficiency.

As burnout rates rise and workforce shortages challenge the industry, prioritizing staff well-being is no longer optional— it’s essential. So, how does staff experience influence patient care, and what strategies can healthcare organizations implement to improve both? Let’s explore key trends, real-world examples, and actionable insights.

1. The Link Between Staff Experience and Patient Outcomes A positive staff experience leads to improved morale, reduced burnout, and better patient care. Research shows that hospitals with engaged employees see higher patient satisfaction scores, lower medical errors, and better health outcomes.

• Real-World Example: The Mayo Clinic has consistently ranked among the best hospitals in the U.S., largely due to its commitment to staff well-being. By offering continuous training, leadership development, and wellness programs, Mayo Clinic ensures its healthcare teams stay motivated and engaged.  Reference: Mayo Clinic’s Employee Experience & Culture Key Strategies to Enhance Staff Experience: - Encourage work-life balance through flexible scheduling.

- Foster a culture of appreciation and recognition.

- Provide mental health resources to prevent burnout.

2. Burnout & Workforce Shortages: A Growing Crisis Healthcare workers have faced unprecedented stress, particularly after the COVID-19 pandemic. Burnout leads to higher turnover rates, negatively impacting patient care and hospital efficiency.

• Real-World Example: Cleveland Clinic launched a "Caregiver Well-being Program" to combat burnout, providing

51

access to mental health services, stress management resources, and peer support networks. This initiative resulted in higher staff retention and improved patient interactions.  Reference: Cleveland Clinic’s Caregiver Well-Being Initiatives How Organizations Can Address Burnout: - Implement mental health and wellness programs.

- Reduce administrative burdens through AI-driven automation.

- Foster a culture of teamwork and peer support.

3. Investing in Training & Development for Better Patient Care Continuous education and professional development empower healthcare workers, leading to higher job satisfaction and better patient outcomes.

• Real-World Example: Johns Hopkins Medicine offers extensive professional development programs, including leadership training, technical skills workshops, and mentorship initiatives. This has led to improved staff engagement and enhanced patient care quality.  Reference: Johns Hopkins Medicine’s Employee Development Programs Ways to Support Staff Growth: - Offer ongoing professional development and upskilling opportunities.

- Provide mentorship programs to support career growth.

- Encourage leadership training to empower employees.

4. Technology’s Role in Improving Staff & Patient Experience Digital tools can reduce administrative burdens, streamline workflows, and improve communication—enhancing both staff efficiency and patient experience.

• Real-World Example: Mount Sinai Health System implemented AI-driven scheduling tools to optimize shift management, reducing staff fatigue and ensuring proper staffing levels, leading to better patient care.  Reference: Mount Sinai’s AI-Powered Workforce Solutions Key Tech Investments for Better Staff & Patient Outcomes: - Implement AI-driven scheduling & workload management.

- Leverage electronic health records (EHRs) for seamless communication.

- Use telemedicine tools to reduce staff workload and improve accessibility.

The Path Forward: Prioritizing Staff to Enhance Patient Care Healthcare leaders must recognize that staff experience and patient experience are deeply interconnected. When healthcare workers are empowered, engaged, and supported, they can provide exceptional patient care, reduce errors, and drive better health outcomes.

Final Takeaways for Healthcare Organizations: - Invest in staff well-being, training, and leadership development.

- Address burnout through mental health support and flexible policies.

- Leverage technology to improve efficiency and reduce administrative burdens.

By focusing on staff experience, we can build a healthcare system that is more effective, compassionate, and sustainable.

I N DUSTRY IN SI GHTS Transforming Patient-Centered Care to Align with a Changing Healthcare Landscape and Vision 2030 KSA

Saudi Arabia's Vision 2030 is a bold initiative aimed at diversifying the nation's economy and enhancing various sectors, with healthcare being a pivotal focus. Central to this vision is the transformation of patient-centered care, aligning it with the evolving healthcare landscape to ensure accessibility, efficiency, and excellence.

Key Trends Shaping Patient-Centered Care in Saudi Arabia 1. Digital Health Integration Saudi Arabia has embraced digital health as a cornerstone of its healthcare transformation. The widespread adoption of telemedicine, electronic health records (EHRs), and artificial intelligence (AI) is revolutionizing healthcare delivery, making it more accessible and personalized. The implementation of comprehensive EHR systems across healthcare facilities is streamlining patient information management, improving care coordination, and reducing redundant testing.

Example: In Ireland, the Clare Island Virtual Hospital Initiative utilizes AI and remote monitoring to manage chronic diseases such as chronic obstructive pulmonary disease (COPD) and heart failure. This approach has led to significant reductions in hospital admissions, showcasing the potential of digital health models in improving patient outcomes.  Source

2. Expansion of Telemedicine Services Telemedicine has significantly improved access to healthcare services, especially in remote and underserved regions.

Platforms like the Mawid app, developed by the Ministry of Health, allow patients to schedule virtual consultations, manage appointments, and receive medical advice without the need for travel. This expansion addresses geographical barriers and ensures timely medical care for all citizens.

Example: Bupa's Blua Sanitas Valdebebas Hospital in Madrid integrates digital and physical healthcare by offering digital check-ins, virtual consultations, and at-home ultrasounds. This hybrid model exemplifies the shift towards integrating digital technology with traditional healthcare to enhance patient care and system efficiency.  Source

3. Virtual Hospitals A groundbreaking development is the establishment of Seha Virtual Hospital in Riyadh, recognized as the world's largest virtual hospital. Launched in 2022, Seha connects over 150 hospitals and offers more than 30 specialized services remotely,

53

including cardiology and psychiatry. This approach addresses challenges such as geographical distances and healthcare costs, ensuring high-quality care is accessible nationwide.

Example: Similar models exist globally, such as the Clare Island Virtual Hospital Initiative in Ireland, which leverages AI and remote monitoring to reduce hospital admissions and improve patient outcomes.  Source

4. Remote Patient Monitoring (RPM) RPM is gaining traction as an effective tool for managing chronic diseases prevalent in Saudi Arabia. By allowing healthcare providers to monitor patients' vital signs remotely, potential issues can be detected early, reducing hospital admissions and improving patient outcomes. This proactive approach aligns with the goals of Vision 2030 to enhance healthcare efficiency and quality.

Example: The use of digital health and remote monitoring has been a key pillar of healthcare transformation in various countries. For instance, Bupa's digital-physical hybrid hospital in Madrid has successfully integrated RPM to manage chronic diseases efficiently.  Source

Challenges and Future Outlook While significant progress has been made, challenges such as data privacy concerns, the need for a skilled workforce, and ensuring equitable access to healthcare in remote areas remain. However, Saudi Arabia's commitment to innovation, investment in digital infrastructure, and collaborations with global technology and healthcare leaders position the Kingdom to overcome these obstacles. The focus on digital health adoption and innovation is paving the way for a future where healthcare is more accessible, personalized, and effective.  Source Conclusion Saudi Arabia's Vision 2030 is driving a transformative shift in patient-centered care. Through the integration of digital health technologies, expansion of telemedicine services, establishment of virtual hospitals, and adoption of remote patient monitoring, the Kingdom is enhancing healthcare accessibility, efficiency, and quality. These advancements not only align with global healthcare trends but also position Saudi Arabia as a leader in innovative healthcare delivery.

I N DUSTRY IN SI GHTS

Employee Wellbeing in Healthcare: Building a Healthier & Supportive Workplace Healthcare professionals are the heartbeat of any healthcare system. Yet, they face some of the most grueling work conditions—long shifts, emotional fatigue, high patient loads, and constant exposure to stressful situations. It’s no surprise that burnout, mental health challenges, and staff turnover are growing concerns across the industry.

The pressure has intensified in recent years, with studies showing that more than 50% of healthcare workers report symptoms of burnout. This isn't just a human resources issue—it directly impacts patient care quality, organizational stability, and the overall healthcare experience.So, how can healthcare organizations create a supportive, resilient, and healthier workplace for their staff?

Why Prioritizing Employee Wellbeing Matters Employee wellbeing is not a luxury—it’s a necessity. A well-supported healthcare workforce leads to: Improved Patient Care: Happier, healthier staff provide better care, are more engaged, and are less likely to make errors.

Higher Staff Retention: Addressing burnout and providing supportive programs reduce turnover rates and hiring costs.

Organizational Success: Wellbeing initiatives contribute to a positive work culture, boosting morale and productivity.

Actionable Strategies for Healthcare Organizations Here are some practical steps healthcare leaders can take to prioritize employee wellbeing: 1. Mental Health & Emotional Support Programs Offer access to mental health resources, such as counseling services, confidential helplines, stress management workshops, and peer support groups.

2. Flexible Shifts & Work Schedules Allow flexible scheduling, part-time options, or shift-swapping systems to give employees more control over their time and reduce fatigue.

3. Recognition & Appreciation Programs Celebrate staff achievements—big and small—through awards, shout-outs, and incentive programs. Feeling valued is a powerful motivator.

4. Physical & Emotional Wellness Initiatives Implement wellness activities such as yoga sessions, relaxation spaces, fitness programs, mindfulness workshops, or on-site health screenings.

55

5. Leadership Training Train leadership teams to recognize signs of burnout and to foster open communication, empathy, and psychological safety.

Where Wellbeing Works: Success Stories in Action 1. Cleveland Clinic’s Caring for Caregivers Program Cleveland Clinic, a leading healthcare institution, launched the Caring for Caregivers initiative offering 24/7 confidential emotional and psychological support services. They provide coaching, mental health counseling, crisis support, and financial assistance resources to help staff manage work and life stresses.  Learn more here!

2. Henry Ford Health’s Employee Well-Being Initiative Henry Ford Health System introduced a comprehensive wellbeing program focusing on mental, physical, emotional, and financial health. This includes virtual yoga classes, peer support teams, mental health days, leadership rounding for wellness check-ins, and financial wellness workshops.  More details here!

3. Mayo Clinic’s Resiliency Program Mayo Clinic implemented a Resiliency Program designed to empower healthcare workers to manage stress, develop coping mechanisms, and foster a culture of support. Initiatives include online resiliency tools, coaching sessions, and a Well-Being Index that allows staff to self-monitor their wellbeing.  Read about it here!

A healthier, more supportive workplace doesn’t just benefit employees—it transforms the entire healthcare ecosystem.

By prioritizing wellbeing, healthcare organizations can foster resilience, retain talent, and ultimately deliver better patient outcomes.

It’s time for healthcare leaders to champion their workforce’s wellbeing with intentional, sustained actions.

I N DUSTRY IN SI GHTS What If Disney Ran Your Hospital or Clinic? Hardwiring Hospitality in Healthcare: The Power of Culture on Patient Experience

Imagine a healthcare environment where every patient interaction is infused with the same level of care, attention to detail, and personalized service that one experiences at a Disney theme park. This concept isn't just a fantasy; it's a transformative approach that healthcare leaders are increasingly exploring to elevate patient satisfaction and outcomes.

The Disney Philosophy: A Blueprint for Healthcare Excellence At its core, Disney's success is built upon an unwavering commitment to guest experience. Every "cast member" (employee) is trained to anticipate needs, create memorable moments, and ensure that each guest feels valued. Translating these principles to healthcare involves fostering a culture where patients are not just recipients of medical services but are treated as honored guests.

Key Principles Adapted from Disney 1. Anticipating Patient Needs Just as Disney cast members proactively address guest needs, healthcare providers can implement systems to anticipate patient concerns. This could involve streamlined appointment scheduling, clear pre-visit instructions, and personalized follow-up communications.

2. Creating 'Magical Moments' Disney excels in crafting unexpected delightful experiences for guests. In healthcare, this could translate to small gestures like celebrating patient milestones, acknowledging birthdays, or providing comforting amenities during hospital stays. Such efforts can significantly enhance patient morale and satisfaction.

3. Empowering Staff as 'Cast Members' Disney empowers its employees to take ownership of the guest experience. Similarly, healthcare organizations can train and encourage staff at all levels to take initiative in improving patient interactions, ensuring that everyone from receptionists to surgeons contributes to a cohesive and positive patient journey.

Real-World Applications in Healthcare Several healthcare institutions have successfully integrated Disney-inspired strategies to improve patient experience: Barton Memorial Hospital collaborated with the Disney Institute to enhance patient care by focusing on staff sensitivity, privacy, and clear communication about treatments.  Read more Siemens Healthcare customized Disney's best practices to better identify talent and improve patient interactions, leading to a more patient-centric approach within their facilities.  Learn how Roger Holzberg, a former Disney Imagineer, co-founded Reimagine Well, applying Disney's "architecture of reassurance" to create therapeutic environments like the "Infusionarium" for pediatric patients undergoing treatments.  Explore this innovation

57

I N DUSTRY IN SI GHTS World Health Day 2025: “My Health, My Right” – Reimagining Patient Experience in a Rapidly Changing World

Every year on April 7, World Health Day shines a light on urgent global health challenges. This year’s theme, “My Health, My Right,” is a timely reminder that access to safe, respectful, and quality healthcare is not a luxury—it’s a human right. But beyond access, we must ask: What kind of experience awaits the patient once they enter the healthcare system?

Today, the global healthcare community is recognizing that a positive patient experience is as important as clinical excellence.

Key Trends Shaping Patient-Centered Care in Saudi Arabia 1. The Patient Experience Imperative In a 2023 report by Deloitte, 92% of healthcare executives said improving patient experience was a top priority—yet only 34% felt their systems were equipped to deliver it.  Source: Deloitte Global Health Care Outlook 2023 One standout example is the Cleveland Clinic, which made patient experience a strategic priority by redefining every employee as a caregiver—receptionists, janitors, and IT staff included. This cultural shift led to measurable improvements in satisfaction and outcomes.  Source: Deloitte Global Health Care Outlook 2023 Meanwhile, in the Middle East, Saudi Arabia’s Ministry of Health implemented the Patient Experience Measurement Program—collecting over a million patient responses annually to shape care delivery across public hospitals.  Source: Deloitte Global Health Care Outlook 2023

Learning from Global Best Practices Across continents, innovation in patient and staff experience is transforming healthcare. In Canada, telehealth platforms are reducing wait times and expanding rural access. Singapore is pioneering community-centric care for its aging population.

The UK’s NHS has launched initiatives tying reimbursement to patient satisfaction metrics.

What ties them all together? A systems approach that centers on: AI-driven personalization and early diagnosis.

Empathetic digital health tools that humanize remote care.

Healing-centric environments through biophilic hospital design.

Burnout prevention strategies that improve the staff experience, understanding that compassionate care starts with caregivers.  source: The King's Fund – Staff experience and patient outcomes  source: WHO – Digital Health and Patient-Centered Innovation

I N DUSTRY IN SI GHTS Humanizing Healthcare: Why Empathy is the Most Powerful Tool in Patient Experience

In a world increasingly shaped by digital transformation, value-based care, and operational efficiency, one timeless element continues to define the quality of healthcare: empathy.

When patients feel seen, heard, and understood, clinical outcomes improve, trust deepens, and healthcare becomes not just a service—but a healing experience.

Yet despite its power, empathy is often undervalued or overlooked in the hustle of modern medicine. It’s time to reframe empathy not as a soft skill, but as a strategic imperative.

Empathy in Action: Real-World Healthcare Examples 1. Cleveland Clinic: "Empathy: The Human Connection to Patient Care" Cleveland Clinic’s now-famous video campaign showing real patients and staff’s untold emotional stories became a global benchmark for human-centered care. The initiative was more than a media piece—it sparked a shift within the organization, reinforcing the value of compassion at every touchpoint.  Source

2. Northwell Health: Empathy Training for Clinicians Northwell Health, one of the largest healthcare providers in New York, developed an immersive training program using virtual reality to help providers experience what it’s like to be a patient. The result? A measurable improvement in patient satisfaction and clinician engagement.  Source

3. NHS UK: “What Matters to You?” Movement In the UK, the National Health Service (NHS) introduced a system-wide approach to embed empathy through the “What Matters to You?” initiative. Rather than asking, “What’s the matter?” clinicians ask, “What matters to you?” This subtle shift deepens the care experience and personalizes treatment decisions.  Source Why Empathy Works Empathy isn't just emotionally rewarding - it has evidence-backed clinical benefits: • Improved Health Outcomes: Studies have shown that empathetic communication can lead to better adherence to treatment plans and lower rates of malpractice claims.

59

• Reduced Burnout: Empathy also improves healthcare provider well-being by fostering meaningful patient relationships and purpose-driven work.

• Patient Loyalty and Trust: When patients feel understood, they are more likely to return, recommend, and engage positively with their care teams.  Source (Study: “Physician empathy and patient satisfaction: A systematic review and meta-analysis”)

Empathy is a Skill—And It Can Be Taught Healthcare systems that invest in training, reflection, and feedback can build cultures where empathy flourishes. Whether it’s role-playing, real-time feedback, or patient storytelling, empathy can be nurtured with intention.

One of the most effective ways to scale empathy? Listening. Patients consistently rank being listened to as one of the most important factors in care quality—yet it’s one of the most frequently missed.

Humanizing Healthcare Together At BII Health, we believe that empathy is not an “extra”—it is essential. As we partner with healthcare leaders across the globe to transform the patient experience, we continue to spotlight empathy as a foundation for healing, leadership, and innovation.

Let’s reimagine healthcare not just as a place of treatment, but as a place of connection.

I N DUSTRY IN SI GHTS Why the “Certificate in Principles for Experience Excellence” is Transforming Healthcare—One Organization at a Time

In today’s healthcare environment, delivering better patient and staff experiences isn't just good practice—it’s essential strategy. But meaningful change doesn’t happen by accident. It starts with a clear, actionable framework.

That’s the goal of the Certificate in Principles for Experience Excellence, developed by The Beryl Institute. Grounded in the Guiding Principles for Experience Excellence, this certificate program introduces foundational knowledge essential to building a comprehensive human experience strategy—and shows healthcare leaders how to put those ideas into action.

What You’ll Learn: From Strategy to Implementation By the end of the workshop, participants will be able to: - Understand the Core Elements of an Experience Strategy Learn how to define and integrate key principles—culture, leadership, engagement, equity—into a cohesive patient experience approach.

- Assess Your Organization’s Patient Experience Efforts Evaluate current initiatives, identify strengths and gaps, and explore global best practices to spark new momentum.

- Implement Practical Ideas for Human Experience Excellence Leave with a personalized action plan, complete with tools and tactics to drive real improvement in your healthcare setting.

Real-Life Impact: How Organizations Are Putting It to Work • Cleveland Clinic Abu Dhabi: Enhancing Patient Access and Experience Cleveland Clinic Abu Dhabi has demonstrated a commitment to patient-first philosophy, leading to significant improvements in patient access and experience. Their initiatives include the creation of an embedded Contact Center model and a Telehub system, which reduced patient inquiry response time by 92%. Additionally, the Template Optimization Project led to a 25% boost in appointment scheduling and a 52% rise in new patient appointments. These efforts contributed to the hospital being ranked as the number one hospital in the UAE and GCC according to Newsweek’s 2023 World's Best Hospitals list.

• NHS England: Collaborative Improvement in Cancer Care The NHS Cancer Experience of Care Improvement Collaboratives (CIC) aimed to enhance patient-centered quality outcomes in cancer care. By involving 19 NHS provider organization teams, the initiative focused on co-produced service improvements based on patient feedback. The collaborative approach led to reported improvements in patient experience, staff experience, and team working, fostering a cultural shift towards more inclusive and responsive care. P ​ atient Experience Journal

61

I N DUSTRY IN SI GHTS Patient Experience Week 2025: From Global Celebration to Lasting Commitment

As Patient Experience Week (PX Week) 2025 draws to a close, we reflect on a global tapestry of initiatives that underscore the universal commitment to enhancing patient and staff experiences in healthcare. This year's theme, "Building the Foundations of Experience," resonated across continents, inspiring organizations to innovate, recognize, and reaffirm their dedication to human-centered care.

The Beryl Institute led the charge with a suite of resources and activities designed to engage healthcare organizations worldwide. Their "I am the Patient Experience" video served as a poignant kickoff for many events, emphasizing the collective responsibility in shaping patient experiences. Additionally, they provided templates for staff recognition, educational seminars, and open houses, facilitating widespread participation. The Beryl Institute The Patient Experience Network (PEN) in the UK celebrated the week by highlighting exemplary practices and sharing stories that showcased the impact of dedicated healthcare professionals. Their focus on sharing best practices and fostering a community of continuous improvement was evident throughout the week. Tebra Cleveland Clinic continued its tradition of prioritizing patient experience by integrating empathy and innovation into their care models. Their Office of Patient Experience remains a beacon for institutions aiming to embed patient-centric values into their organizational culture. Cleveland Clinic NRC Health emphasized the importance of trust in patient relationships. Their 2025 Experience Perspective report highlighted that patients are significantly more likely to recommend healthcare organizations they trust, reinforcing the need for transparency and reliability in care delivery. NRC Health MedPower, our Gold Partner for the International PX Congress USA, showcased their commitment to quality coaching.

Their data-driven approach to training and performance improvement equips hospitals to enhance care quality, patient satisfaction, and operational efficiency. MedPower Regional Initiatives: Middle East and Beyond In the Middle East, healthcare institutions embraced PX Week with enthusiasm: • Patient-Family Advisory Councils were established to co-design care pathways, ensuring services align with patient needs.

• Staff Recognition Programs celebrated the dedication of healthcare workers, boosting morale and reinforcing a culture of appreciation.

• Real-Time Experience Dashboards were implemented across units, allowing for immediate feedback and continuous improvement.

These initiatives reflect a growing regional commitment to embedding patient experience into the core of healthcare delivery.Mobi Health News

WHAT L IES A HEA D?

Upcoming Healthcare Editions As BII Health continues to expand its global impact, the upcoming calendar is packed with dynamic congresses and curated experiences that bring together the brightest minds in healthcare. Each event is crafted to address regional needs while aligning with a shared global vision—empowering care teams, enhancing patient journeys, and reimagining human-centered care at scale.

These editions will serve as high-impact platforms for learning, collaboration, and leadership development—featuring leading voices in patient and staff experience, healthcare innovation, and organizational culture. Whether you're in the Gulf, Southeast Asia, or beyond, there’s a stage for every healthcare changemaker.

A flagship regional gathering spotlighting holistic human experience in healthcare—uniting global and local voices to elevate both patient and staff journeys.

PX Congress in Southeast Asia brings a powerful lens on compassionate care and innovation—tailored to regional healthcare priorities.

63

A high-level platform exploring experience leadership, workforce wellbeing, and digital transformation—designed to accelerate patient-centered change in the UAE.

This coastal edition continues the Saudi PX momentum—bringing meaningful dialogue and solutions to frontline care challenges across the Eastern Province

Focusing on the intersection of healthcare, empathy, and public service - this unique edition dives into the role of social programmes in building equitable, people-first systems.

To learn more, write us at marketing@biihealth.us

C- S UIT E V ISI ON

Voices from the Top Strategic Foresight. Operational Precision. Purposeful Growth.

At BII Health, leadership is more than a position—it’s a perspective. As we continue to expand our influence across the global healthcare ecosystem, our leadership team remains deeply focused on aligning vision with action, and ambition with impact.

From the CFO’s Desk “True innovation in healthcare isn’t just about breakthrough ideas—it’s about building a sustainable model that allows those ideas to scale and thrive.”

Neeraj T Chief Financial Officer BII Health

With a strategic eye on financial resilience, our CFO emphasizes the importance of aligning innovation with long-term value. As BII Health continues to grow across geographies, from our roots in the Middle East to our emerging presence in the USA, financial stewardship ensures that our platforms—from global conferences to high-impact publications—remain scalable, inclusive, and impactful.

From the Deputy CEO “Excellence today requires more than execution—it requires vision, adaptability, and an unrelenting focus on elevating experience through innovation.”

Shivani Thukral Deputy CEO BII Health

Our Deputy CEO underscores the operational heartbeat of BII Health. Whether orchestrating flagship summits in Riyadh or delivering bespoke workshops and boardrooms across regions, her focus is clear: designing agile, audience-first experiences that respond to the rapidly evolving landscape of digital health. With a stronghold in the Middle East and new footprints in North America, her leadership is guiding BII Health into its next phase—seamless, strategic, and globally connected.

65

S O LUTION C EN TER

Where Innovation Meets Action in-vitro diagnostics and a global supplier of transformative innovative solutions across major disease areas. Their commitment to our people, partners, stakeholders and, most importantly, our patients remains as strong as it was on the first day of their journey.

At Synaptris Inc. we offer our customers the ability to quickly convert existing manual and paper processes into enterprise grade cloud hosted reporting, analytics, and process automation solutions. Our low code Kezava platform combined with our affordable and agile services allows us to customize, build and deploy fully working solutions is days, unlike traditional expensive development tools and processes that take months and years.

We believe in the power of technology to solve everyday challenges. We love the thrill of seeing small improvements add up to big impacts when applied at scale.

We are set apart in our field by our open, flexible products that enable client customization at an affordable price point. Yet our value reaches far beyond our incredible technology-we are a team committed to user satisfaction. We count our wins based on user adoption, not contracts signed.

Our leadership and technologists bring to their work decades of industry- specific experience and expertise in information technology, predictive analytics, user experience and process automation.

Solutions built and delivered on the Kezava Platform are used today by government organizations like the US Drug Enforcement Authority (DEA) across a few dozen users, to large organizations like New York City Metropolitan Transport Authority and Cincinnati Children’s hospital across thousands of users.

Synaptris is headquartered in White Plains, New York and has an office in Chennai, India. To learn more, visit: http://www.synaptris.com/healthcare. html

Labayh Business is the solution to achieve optimal organizational growth by elevating your employees’ well-being, ultimately leading to increased performance and productivity.

CareInn is a Saudi technology company that is dedicated to transform healthcare. With a focus on crafting innovative digital solutions, we aim to elevate the patient experience within hospitals.

Our Vision: At CareInn, we envision a future where healthcare is defined by excellence and empathy, setting new standards for compassionate care.

Empowering Healthcare Providers: CareInn is committed to empowering healthcare providers to deliver compassionate care, turning hospital stays into personalized and comforting experiences.

“Heal in Style” Philosophy: Our commitment extends beyond technology. We embrace the “Heal in Style” philosophy, ensuring that patients not only receive medical attention but also experience a caring and hospitable environment tailored to their well-being.

Innovative Solutions for Patient-Centric Care:

Since its founding over 125 years ago, Roche has grown into one of the world’s largest biotech companies, as well as a leading provider of

Recognizing the pivotal role of technology in healthcare enhancement, CareInn brings forth innovative solutions that signify a transformative approach. Our focus is on delivering superior care

by acknowledging patients as individuals, not just recipients of medical treatment.

At CareInn, we are not just a technology company; we are your partners in creating a future where healthcare is synonymous with advanced service and compassion.

Care Systems, established in 2002, is a leader in AIdriven Workforce Optimization Solutions, specializing in Advanced Staff Scheduling and Time & Attendance across multiple industries. Headquartered in Maryland, USA, with a strong presence in the KSA and branches in the UK, UAE and South Asia, we leverage cuttingedge AI to revolutionize workforce management.

AnalytAIX helps clients turn Complexity into Insights™ through real-time data integration and predictive analytics At the heart of our products is “Pi”, a 24/7 AI agent that enables multilingual voice-to-text form completion, benefits navigation, and discharge education—all delivered in the user’s preferred language and tone. Pi now speaks Arabic with a Saudi dialect, empowering patients and frontline teams with culturally attuned, accessible support.

Instant Access to Reports and insights Simply connect Employee comments, PX scores, safety outcomes and finance Personalized education and communication for PX and EX, including discharge instructions and HR support Predict effectively, ensuring ethical, precise and context-aware insights

We are the only organization to have successfully completed large-scale workforce staff scheduling implementations for the Saudi Arabian Ministry of Health, Ministry of Education, and major private sector hospitals. While our expertise is deeply rooted in healthcare, our solutions also support Emergency Response, Veterans Services, and Local Governments.

AnalytAIX is HIPAA-compliant, and a Bronze Member of the International Association of Privacy Professionals (IAPP). Whether in hospitals, pharma, or other regulatory contexts, AnalytAIX delivers responsible AI that listens, explains, and delivers in your language.

Our AI-driven capabilities—such as intelligent nurse scheduling, Physician Scheduling, Predictive Analysis, absenteeism pattern recognition, auto-generation of optimized schedules, and smart automation for staff deployment—set us apart. These advancements have revolutionized efficiency, making scheduling more adaptive, intuitive, and responsive to real-time needs.

Simplify forms. Simplify education. Connect Data across EX PX Safety. Reduce costs.

Our scalable, AI-enhanced systems efficiently manage workforce needs for organizations ranging from 100 to over 10,000 employees, delivering automation, adaptability, and precision. With a strong footprint in Saudi Arabia and the UAE, we continue to drive innovation in workforce management for leading hospitals and medical institutions in both the public and private sectors.

Human-Centered AI for Communication, Education and Insights

Personalize care!

PatientStyle has revolutionized the hospital gowns that provide patients with cutting-edge comfort and dignity. For the patient, the gown is something tangible and comfortable that they can see and touch. For nurses, the gown allows focus on patient care rather than patient clothing challenges. For administrators, the gown continues to improve patient satisfaction benchmarks and the overall hospital experience for patients and staff. We are proud to partner with some of America’s leading medical institutions including Stanford, University of Pennsylvania, Memorial Sloan-Kettering Cancer Center, and Mayo Clinic among others, as we provide patient apparel that meet the needs of today’s health care consumers.

Founded by MIT-trained experts, AnalytAIX is a U.S.based AI company transforming how organizations engage patients and employees through ethical, intelligent, and culturally responsive automation. With deep experience in healthcare, defense, and business, 67

At KMC, their mission is to provide unparalleled healthcare services tailored to the unique needs of their premier clientele. They are committed to deliver exceptional medical and aesthetic services, personalized attention, and luxurious amenities in a serene and exclusive enviorment.

They’re not just another BPO company. They’re CX innovators, with deep understanding of what makes customers happy. They seamlessly blend human expertise with the power of AI to deliver optimized solutions across every touchpoint – from customer care and tech support to sales, collections, and trust & safety.

Elevating Patient Experience Through Data-Driven Education MedPower is proud to join the International PX Congress 2025, where we share a collective commitment to transforming patient experiences Pointr is the global leader in indoor mapping and blue-dot through innovation and excellence. location technology, helping hospitals deliver seamless In today’s dynamic healthcare landscape, achieving patient experiences and operate more efficiently. optimal patient outcomes hinges on more than In today’s complex healthcare environments, finding clinics, treatment centers, or services can be overwhelming. Pointr’s AI-built digital maps and realtime wayfinding make navigation effortless — reducing stress, improving care experiences, and helping hospitals optimize patient flows and operations with minimal IT effort.

just clinical expertise; it requires a workforce empowered with the knowledge, skills, and insights to deliver exceptional care consistently. MedPower, a leading Learning Experience Provider (LXP), specializes in equipping healthcare organizations with the tools they need to cultivate a culture of quality, safety, and unparalleled patient experience.

We integrate directly with patient systems, guiding patients straight to their appointments — available inside your hospital app, app-free via Express Maps, or on your website/kiosk.

We recognize that the complexities of modern healthcare, coupled with the ever-evolving regulatory landscape, demand a proactive approach to training and development. That’s precisely why we developed our Quality, Safety, and Patient Experience (QSE) coaching platform.

Pointr supports smart indoor/outdoor transitions, multilevel navigation, intelligent search, and plug-and-play integrations with kiosks for visitors — plus features like “Mark My Car” for easy parking.

Today, Pointr has digitized over 7 billion square feet across 5,000+ buildings in 35 countries, trusted by 14 Fortune 100 companies. Whether transforming hospitals, retail centers, corporate campuses, or event venues, our mission is the same: to make indoor spaces intuitive, efficient, and user-friendly for everyone.

At the heart of healthcare, Pointr powers the patient journey — so hospitals can focus on what matters most: delivering exceptional care.

MedPower QSE Coaching: Empowering Staff, Enhancing Patient Journeys QSE Coaching is not just another training platform; it’s a transformative tool that places performance data and targeted training directly into the hands of individual staff members. This empowers them to take ownership of their performance, driving your organization towards achieving its strategic quality, safety, and experience goals. By delivering personalized, data-driven insights and actionable learning modules, we facilitate a culture of continuous improvement, where every interaction contributes to a positive patient experience.

MedPower QSE Coaching offers a wide range of benefits:

TTEC (pronounced t.tec). For over 40 years TTEC has been obsessed with one thing: Helping the world’s best brands deliver exceptional customer experiences (CX).

Data-Driven Performance Enhancement: Our platform leverages real-time performance data to identify areas for improvement, allowing for targeted interventions and personalized coaching.

This ensures that training efforts are focused on the specific needs of each individual and the

organization as a whole.

Empowered Staff, Enhanced Ownership: By providing staff with direct access to their performance data and relevant training resources, we foster a sense of ownership and accountability. This translates to increased engagement and a proactive approach to patient care.

Alignment with Organizational Goals: Our QSE solution is designed to align seamlessly with your organization’s strategic goals, ensuring that training initiatives directly contribute to the achievement of key quality, safety, and patient experience metrics.

Microlearning for Maximum Impact: We understand the time constraints faced by healthcare professionals. Our microlearning modules deliver concise, targeted training that can be accessed on-demand, ensuring that staff can quickly acquire the knowledge they need without disrupting their workflow.

Reduced Burnout and Increased Satisfaction: By providing staff with the tools and knowledge they need to excel, we minimize frustration and enhance job satisfaction, leading to a more positive and productive work environment.

By partnering with MedPower, hospitals and administrators can: Reduce Training Costs: Minimize the time and resources spent on developing and maintaining training materials.

Enhance Patient Care: Cultivate a proficient and efficient workforce that delivers exceptional patient care.

Drive Operational Excellence: Leverage data-driven insights to identify areas for improvement and optimize workflows.

MedPower’s mission is to revolutionize healthcare learning by providing innovative, engaging, and affordable eLearning solutions that accelerate skill development and drive operational excellence. We are dedicated to empowering healthcare professionals with the knowledge and tools they need to deliver exceptional patient experiences, and we look forward to connecting with you at the International PX Congress 2025.

each year*. Our tools allow volunteer coordinators and patient experience leaders the ability to effectively recruit, retain, coordinate, track, and report on several activities simultaneously inside one platform. Samaritan is a best-in-class organization that specializes in partnering together to make your programs shine. Our teams are highly skilled professionals who focus on your client experience from the start. We are more than just a cookie-cutter SaaS provider and we are honored our clients continue to spread the word of how our platform has enhanced their volunteer programs health-system wide, and beyond. *based on statistically reported accounts in all Samaritan platforms. Statistical reporting is an opt-in client selection at the time of service. Not all client date reflected in this accounting.

Fidelum Health is a healthcare experience insights, analytics and operational improvement partner.

Our unique and extensively validated HUMAN Brand® insights model enables much more effective ways to measure, manage and improve patient, team member and care provider experiences.

Our Mission & Purpose is to inspire loyal patient and caregiver relationships that foster longer and more fulfilling lives. We provide proven HUMAN Brand® insights, analytics and operational improvement support implemented through active partnership. By doing so, we enable health providers and payers to deliver breakthrough patient, team member and caregiver experiences and outcomes.

Our growing list of valued clients include Mayo Clinic, Beth Israel Lahey Health, Little Spurs Pediatric Urgent Care, Horizon Healthcare Services, Herself Health, Orlando Health and New York Blood Center.

Fidelum Health is a healthcare experience insights, analytics and operational improvement partner.

Samaritan is a leader in the Volunteer Management Software (VMS) industry offering enterprise class software with 26 years of experience. Globally, Samaritan’s platform tracks well over 2.5 million volunteers providing $200 million of economic value

Our unique and extensively validated HUMAN Brand® insights model enables much more effective ways to measure, manage and improve patient, team member and care provider experiences.

Our Mission & Purpose is to inspire loyal patient and caregiver relationships that foster longer and more 69

fulfilling lives. We provide proven HUMAN Brand® insights, analytics and operational improvement support implemented through active partnership. By doing so, we enable health providers and payers to deliver breakthrough patient, team member and caregiver experiences and outcomes.

Our growing list of valued clients include Mayo Clinic, Beth Israel Lahey Health, Little Spurs Pediatric Urgent Care, Horizon Healthcare Services, Herself Health, Orlando Health and New York Blood Center.

Well iQ is committed to improving patient experience and caregiver engagement by providing real-time feedback at every touchpoint of the care experience.

We strive to amplify the patient voice and improve the quality of care and healthcare outcomes.

Our mission unifies our team in the goal of providing innovative healthcare solutions for patients, providers, and staff, and is carried out across the continuum of care in collaboration with partners from healthcare organizations and networks, to advance the ability to provide personalized patient care, which is the future of healthcare.

Deliver on your promise to help people live fuller lives with social service solutions.

See why Health and Human Services organizations around the world have been relying on Cúram for over 25 years to help them transform the delivery of government social services.

Cúram helps national, regional, and local governments, and organizations across health and social ecosystems, transform the delivery of social services, empower caseworkers, and help individuals and families access the programs they need to achieve better outcomes.

Our 25 years of trusted Health and Human Services experience is infused with input from agencies, caseworkers and citizens to deliver a robust HHS system built on user-centered design principles.

Sign up for our introduction to Cúram demo, where you’ll see: • Cúram’s Citizen Engagement solution, which enables individuals to check if they are eligible for social services, apply for benefits, track their payments, and more.

• Cúram’s Eligibility and Entitlement solution, which supports agencies by adapting to the changing needs of their population and offers streamlined workflows, intuitive case management, and reduced administrative burdens.

Pocketalk believes in the value of every conversation, from the ones you’re already having to the ones you never knew you needed. They understand the power of language to bring people together, level the playing field and even save lives.

With accurate translation available in an instant, they’re transforming communication for organizations and individuals around the globe.

Their translation solutions enable spontaneous conversation across languages, while their analytics software provides custom reporting on everything from the number of translations to languages used. With Pocketalk’s proprietary technology, organizations have the tools and insights needed to create a more efficient, synchronized and satisfied workforce. And their data protection practices go above and beyond industry standards, so you can rest assured every communication is secure and confidential.

Get an introductory demo to Cúram https://www.merative.com/offers/curam-demo

At Merative, we’re building a more connected future in health. By connecting people to health and social services we can help you put people at the centre, improving patient experience and engagement.

We invite you to find out more about our co-ordinated health and social outcomes driven approach, which, provides your patients with complex health and social needs, and those caring for them, a more holistic patientcentric service.

View link for details: https://www.merative.com/socialprogram-management Solutions from Merative: • Healthcare Analytics • Clinical Decision

Support • Clinical Development

• Health and Human services • Real-worldEvidence • Enterprise Imaging Merative serves:

• Health plans • Life sciences • Employers • Healthcare providers • Governments

Gilead Sciences, Inc. is a research-based biopharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. The company strives to transform and simplify care for people with life-threatening illnesses around the world. Gilead has operations in more than 35 countries worldwide, with headquarters in Foster City, California.

Scientific Innovation We discover, develop and deliver medicines for the world’s most devastating diseases, from viruses to cancer to inflammatory conditions.

Access & Health Equity We’re partnering with communities around the world to remove societal barriers to care, improve health equity and make our medicines available to those who need them most.

Our People & Culture We foster an environment of inclusion and growth where our 17,000+ employees around the world are empowered to make a real impact.

Since 2016, Kanari has been partnered with leading hospitals and clinics in the UAE, KSA and Kuwait and helped them engage with and measure countless patient interactions.

Kanari was founded by Subhi Farah and is headquartered in Dubai, UAE, with a sales representative office in Kuwait.

TheDecisionLabs is a Patient Experience technology solutions provider with a portfolio of platforms with embedded AI and ML. With its comprehensive portfolio of products – CEMPIA, Liveserviz and KlikHelp, TheDecisionLabs encompasses a wide range of Patient Experience solutions like Digital Feedback Management, Digital Complaint Management, Digital Concierge Application, Digital Query Management etc.

The company partners with more than 170 hospitals across 8 countries and has over 6 million patient engagements in the last 7 years of service. With 18 languages including Arabic, 11 Digital channels in its patient experience platforms, the company has won innumerable awards for its innovative practices in transforming patient experience across countries.

The founder Anupam Chatterjee is a Senior Executive Fellow of Harvard Kennedy School , and has an MBA from HEC Paris and MIT Sloan with two decades of experience specialising in enterprising applications and embedded analytics.

MEDICINE AND SCIENCES: • Our Therapeutic Areas: Virology, Oncology and Inflammation • Medicines • Pipeilines

• Research • Clinical Trials • Diversity in Clinical Trails

Unified Health Net (UHN) is a cloud-based healthcare software solution that can cater to the needs of Homecare, Home Health Services (Skilled/Non-skilled Nursing), Long Term Care and Clinics.

Kanari is a customer experience management technology company that helps established and reputed healthcare operators leap forward through transformative patient experience insights and analytics.

The mission of our web-based solution Unified Health Net is for safe and efficient patient management.

Product Info Our cost-effective web-based system with EHR, scheduling, clinical assessments forms, e-prescription and medpass are designed to provide real-time access for healthcare professionals for managing their patients Our powerful suite of Patient Experience measurement, anytime, anywhere. reporting and analytics tools allow you to measure Unified e- MAR, the clinical module of Unified Health patient experience in real-time to better understand Net puts all the capabilities of documenting med pass patient and employee behavior, uncovering valuable at your fingertips as well as entering prescriptions and insights and closing the loop with customers to drive editing patient information. Also, with superior vitals, pain measurable improvements to your business.

71

Novartis Logo Assets Preferred-use logo

level and location recording, Unified e- MAR enables doctors and caregivers/nurses with more accurate information to track and manage better patient care.

Our mandate is to provide organizations with a simple and intuit system with multiple functionalities that will aid you in our collective number one goal: excellent patient care. Facilities using a perfect clinical system have documented a 33% reduction in medication Novartis is an innovative medicines company. Every day, administration errors, as well as a reduction of 45% in we work to reimagine medicine to improve and extend documentation time. people’s lives so that patients, healthcare professionals Novartis Logo CMYK.ai Novartis Logo RGB.ai

Novartis Logo RGB.jpg Novartis Logo RGB.png Novartis Logo RGB.svg

Minimum clear space

Minimum size for print

Logo for black or dark backgrounds

Limited-use logo where color printing is unavailable

Clear space around the logo is equal to the height and width of the Mortar & Pestle symbol

Width 0.7" / 18mm

Novartis Logo White CMYK.ai Novartis Logo White RGB.ai

Novartis Logo Black CMYK.ai

Novartis Logo White RGB.png Novartis Logo White RGB.svg

Real Time Dashboard and societies are empowered in the face of serious Unified e-MAR provides physicians and nurses/non- disease. Our medicines reach more than 250 million physicians a comprehensive dashboard that shows people worldwide. important agendas at a glance. Here, they can view a list of tasks embedded in their customizable calendar.

This way, they can see what they need to do in one screen, allowing them to immediately take action on outstanding matters.

Simplified Note-Taking With Unified e-MAR, health staff are able to make notes regarding their patient encounters with ease. It includes all relevant patient information such as their Prescribed Medications, Daily Nurse Notes, Care Plans, Document Doctify is the global healthcare platform empowering Management, Vitals and Growth Charts, Clinical patients to confidently navigate their health journeys and find tailored care. Patients benefit from access to an extensive Evaluation Forms etc. network of professionals, clinics, authentic reviews, and

Real Time Medpass professional endorsements, enabling informed healthcare Right Patient. Right Medication. Right Dosage. Every decisions. Healthcare providers use Doctify to manage their Time. online reputation. They connect with other providers to grow

Unified e-MAR MedPass system is specifically designed their professional network and share their expertise and to eliminate the margin of human error in administration exceptional care, enhancing patient experiences. of pills in long-term-care/home care facilities.

Shift changes, new patients, illegible handwriting, hectic schedules…all can result in errors when administering solid medication to patients.

Location Se Simplified.

Paperless Workflows Unified e-MAR provides an efficient work platform for healthcare workers. Because the solution is cloudbased, health staff can take it anywhere with them while they make their rounds and consult with patients. Any Penguin Location Services™ improves enterprise note they have to take they can record immediately operational efficiency, visitor experience, workflow and in the application, thus effacing disorganized paper safety via the world’s most advanced location engine processes. supporting BLE 5.1 and above infrastructure. Penguin’s Quick Superbill Creation AI and ML powered location algorithms support high With this module, the insurance co-ordinator can velocity updates and sub-room level accuracy across populate superbills with ease. Once a patient’s assessment is keyed into the nurse’s schedules chart, the entire enterprise.

Unified e-MAR automatically creates bills. On the other hand, staff can choose to manually enter the diagnosis We’re simplifying everything. or code for the visit. Not only does this save them time, it also prevents them from exerting more effort with the automated processes. The claims can be submitted to the insurance companies in just one click.

Transforming Patient Experience

Secure Communications Unified e-MAR offers a secure way for nurses, physicians and other health workers to communicate with each Semantic Hub is a Swiss AI company that specializes in other. This ensures that sensitive practice and patient multilingual Natural Language Processing of Big Data information remain within the confines of the application. to gather patient messages across online platforms Hand Hygiene Wayfinding/ P Staff Locating/ Asset Compliance Patient Experience to provide actionable insights into their experiences, Duress Unified Health Net helps healthcare organizations Tracking and agencies thrive by improving clinical outcomes, starting from the onset of their conditions, and business performance, and compliance. Unified Health diagnostics to treatments, access barriers, burdens, etc.

Net software can help simplify the clinical process, to ensure healthcare leaders understand the patients’ Penguin Location Services™ improves healthcare operational efficiency, p reduce paperwork and administrative overhead, and perspectives and tailor theirvia strategies experience, workflow and safety the world’saccording most advanced location improve the quality of care. supporting BLE 5.1 and above infrastructure.

Penguin has a variety of location-based solutions that can improve patie experience. The advanced technology is successfully deployed at dozens world’s largest healthcare facilities and enterprise campuses.

GDPR

COMPLIANT

HIPAA

COMPLIANT

The only secure translation solution designed for healthcare.

Visit Pocketalk.com to get started.

Your test results will be available soon.

Tengo síntomas desde el domingo.

Результати вашого тесту будуть доступні найближчим часом.

English — Ukrainian

I've been experiencing symptoms since Sunday.

Spanish — English

Press the call button if you need assistance.

Secure HIPAA compliant to safeguard every conversation.

Accurate Highly reliable translations to ensure accurate communication.

Easy Instantly access 92+ languages at the push of a button.

T HE F INAL BEAT

The Pulse Check Fast facts. Fresh trends. The heartbeat of healthcare, every quarter.

Wait Times Improve Globally and in the GCC Outpatient wait times have decreased by up to 6% globally, attributed to the implementation of telemedicine and digital triage systems. In the Gulf Cooperation Council (GCC) region, hospitals in Saudi Arabia and the UAE report up to a 12% reduction in outpatient wait times, thanks to AIpowered appointment systems and optimized patient flow models. PubMed Central Mental Health Awareness on the Rise Globally, mental health consultations have increased, with a notable rise among younger populations. In the Middle East, particularly in Saudi Arabia and the UAE, there has been a significant uptick in mental health consultations, leading to the establishment of community-based wellness hubs and targeted awareness campaigns. World Health Organization

Telehealth Satisfaction Remains High Telehealth continues to gain traction worldwide, with 82% of patients preferring integrated telehealth approaches.

In Saudi Arabia, platforms like Sehhaty and Tawakkalna have seen increased user engagement, offering services such as e-prescriptions and virtual consultations that enhance convenience and access. Sermo

Patient Experience: Areas for Improvement Recent surveys highlight common patient feedback themes: 1. Clarity of discharge instructions 2. Access to culturally sensitive care 3. Follow-up care coordination World Economic Forum

In the MENA region, there’s an evolving expectation for more personalized and culturally competent care.

 AI Enhances Front Desk Operations Hospitals across Canada, the UK, and the GCC are piloting AI-driven triage kiosks, leading to a 35% reduction in average check-in times and allowing clinical staff to focus on more critical tasks. JMIR

 Global Innovation: SMS-Based Follow-Up in Kenya Kenya’s national health system has implemented an SMS-based patient follow-up program, resulting in a 23% improvement in post-treatment adherence. This low-tech, high-impact solution offers a potential model for digital outreach in rural areas of the MENA region.

 Value-Based Care Expands in the Gulf Saudi Arabia is transitioning towards value-based care under its Vision 2030 initiative, focusing on improving patient outcomes and cost-effectiveness.

Bupa Arabia has initiated pilot projects focusing on maternity and coronary artery disease, aligning with the Kingdom’s national VBHC strategic goals. ValueBased Healthcare

BII Recommends

Curated insights to inspire, educate, and empower healthcare leaders.

BOOK

“Leaders Eat Last” by Simon Sinek A compelling exploration of leadership that fosters trust and cooperation—essential reading for healthcare professionals aiming to build resilient, patient-centered teams.

PODCAST

“TED Talks Health” Featuring cutting-edge ideas from global health experts, this podcast delivers fresh perspectives on medical innovation, wellness strategies, and the future of care—perfect for busy professionals on the go.

APP

Headspace Mental wellness is crucial in healthcare. Headspace offers guided meditation and mindfulness exercises tailored to reduce stress and boost focus—ideal for clinicians balancing demanding schedules.

“How Great Leaders Inspire Action” by Simon Sinek

TED TALK

A timeless talk on the power of purpose-driven leadership, offering practical insights to motivate teams and improve patient outcomes.

75