CXPA Finland Webinar: CX & EX Development in Health Care

Sirte Pihlaja, Head of Team, CXPA Finland & CEO, Shirute

David Henderson, Hospital Director & Lead for Management Development at The Holly Private Hospital, Aspen Health

This presentation will explain how the culture was transformed at The Holly Private Hospital, becoming a truly customer centric organisation, seeing more patients than ever (+100,000), recording the highest levels of patient safety & patient satisfaction, the lowest number of patient complaints, having truly engaged staff and consultants and having the busiest and most profitable year to date with a 70% growth year on year in 2019 in profit. This presentation will outline the how they knew their TEAM were the KEY to delivering exceptional healthcare: Engaged staff > Happy Staff > Happy Customers > Healthy Business. In this presentation, David will detail how his staff designed a framework of Direction / Vision, Mindset, Behaviours and Rewards & Recognition to create a customer centric organisation. This is supported by the Aspen People Academy, the launch of the award winning Holly Health & Wellbeing strategy and their Project FIRST programme.

Ossi Laukkanen, Business Unit Director, Digital Health Services, Mehiläinen

There are at least two ways for looking how data makes eHealth Services better. One way is to analyze how users behave while using the service platform and optimize user path ways on the go. Another way is to enable users to enrich their input with pictures, videos, self monitoring, self assessments and symptom questionnaires. These combined will lead to very effective and high quality care with superior customer experience.

Sirte Pihlaja, David Henderson, Ossi Laukkanen & Hannu Meriläinen, Business Manager of Elisa Digital Hospital

Sirte Pihlaja