Revolutionizing Healthcare Through Digital Health and Patient Experience!
Online
July 20-21, 2022 | 12:00pm ET
Jason Dupuis
Chief Experience Officer PM Pediatrics
Jason Dupuis is the Chief Experience Officer for PM Pediatrics, the country’s largest provider of Pediatric Urgent Care. He is responsible for leading company-wide efforts to enhance the patient experience across 45 PM Pediatrics locations in 11 states. To accomplish this, he focuses efforts in three strategic areas: Education/Training, Data & Analytics, and Empowering staff to own the patient experience by living the PM Pediatrics Core Values for every patient, every time. Mr. Dupuis joined PM Pediatrics after spending more than 13 years at Boston Children’s Hospital, where he served as their Director of Emergency and Admitting Services. In addition, he is certified in Lean/Six Sigma and teaches Managing Organizational Change and Principles of Healthcare Management at the Hellenic College School of Leadership & Management. Mr. Dupuis earned a Bachelor of Science in Health Management & Policy from the University of New Hampshire, and a Masters in Healthcare Administration from Simmons College.
Day 1: July 20, 2022
12:05 PM Fireside Chat: Human-Centered Strategies — Reframing Patient and Staff Experience
The healthcare space has been the scene of rising tensions that were only exacerbated by the stresses of the pandemic. In investigating this “epidemic of rudeness”, Jason Dupuis, Chief Experience Officer at PM Pediatrics set out to explore the origins of this tension and find ways to reframe the narrative to bring staff and patient experience into one strategy. In this session, Jason talks about beginning the human experience journey and steps along the way such as:
- Understanding the current healthcare landscape from patient and staff perspectives
- Bringing staff into decision making around patient interactions
- Setting up opportunities and preparing for patient conversations to emphasize listening and de-escalation
- Reexamining core values to make sure they capture the human experience
