TP421 - The Evolution of Patient Experience

In this episode, hosts Chris Boyer and Reed Smith explore the evolution of patient experience, from its holistic roots to today’s data-driven strategies. They discuss how healthcare’s focus on patient satisfaction metrics, Chief Experience Officers, and financial incentives has reshaped care—raising the question: are we truly improving experiences or just measuring them better?
They also examine how digital engagement has transformed patient interactions, from search-driven healthcare decisions and AI-powered personalization to telehealth and omnichannel experiences. 
Joining them is John Berndt of Valtech, who shares insights from the 2025 Emerging Experiences in Consumer Healthcare Report, including the shift toward vertical integration, the role of call centers in digital efforts, and how LLMs are shaping content supply chains for health systems.
Mentions from the Show: 

“The Evolution of Patient Experience: From Holistic Care to Human Experience” - Patient Experience Journal

The growing disconnect between virtual health availability and consumer demand

Integrating digital health tools to help improve the whole consumer experience

Patients have more patience, comfort with digital healthcare tools

Digital transformation in healthcare

Virtual health care and fitness find their rhythm

The Role of Digital Marketing in the Future of Healthcare  

The impact and challenges of digital marketing in the health care industry during the digital era and the COVID-19 pandemic

The Evolution of Healthcare Marketing: From Medicine 1.0 to Medicine 3.0

What is Marketing’s Role in the Digital Patient Journey?

John Berndt on LinkedIn

Valtech website

The 2025 Emerging Experience in Consumer Healthcare report

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