Jul. 12, 2022
11:00 am - 12:00 pm
Events Virtual

Moving Forward: A New Focus on Patient Care | Part Three


COVID-19 has changed everything. As you consider planning for the future, there are many factors to take into consideration. The Kansas Hospital Association in collaboration with Montana Hospital Association is hosting this four-part webinar series in partnership with Huron.

  • The Patient as a Consumer: How to Create Experiences Patients Actually Value Tuesday, July 12 | 11:00 a.m. -12:00 p.m.

Consumers everywhere are becoming increasingly influential, empowered, and demanding. The maxim “The consumer is boss” has become only more urgent as the digital revolution, social media, expanding choices, and 24/7 connectivity have empowered consumers and heightened their expectations. Healthcare is not immune to this trend, as healthcare systems, big tech companies, and new entrants compete to provide better experiences for patients and caregivers alike. During this presentation, David Duncan will share techniques from his new book, The Secret Lives of Customers that people working in healthcare can use to take a consumer lens on the people they serve. This includes techniques for gaining new insight into their most important challenges and aspirations related to their health, and for finding innovative ways to help that consumers will value, including ways to make their healthcare experience even better.


All healthcare managers and supervisors, including those in nursing and allied health professionals, who would like to fine-tune their management skills.


  • Understand relevance of consumer insights for healthcare
  • Learn techniques you can use to better understand your “customers”
  • Identify ways you could apply these in your daily work.

Huron is providing continuing nursing education credits for the American Nurses Credentialing Center (ANCC). Each virtual event is approved for one (1) contact hour applicable for RN and LPN re-licensure.

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