For us, healthcare is a patient experience

kAmtG6CJ@?6 x <?@H H9@ 565:42E6D E96>D6=G6D E@ H@C<:?8 :? 962=E942C6 5@6D D@ @FE @7 2 566A D6?D6 @7 4@>>:E>6?E E@ A2E:6?ED 2?5 E96:C 72>:=:6D] p E6C> J@F >2J 962C 7C6BF6?E=J :7 J@F’C6 2 A2E:6?E @C G:D:E@C 2E E96 9@DA:E2=[ @C 6G6? ;FDE C625:?8 23@FE 962=E942C6[ :D “A2E:6?E 6IA6C:6?46]” (6 <?@H H92E E96 H@C5D >62? @7 4@FCD6[ 3FE H92E 5@6D :E EC2?D=2E6 :?E@ H:E9:? @FC 9@DA:E2=[ 2?5 24C@DD E96 962=E942C6 :?5FDECJnk^Am

kAm(6’C6 7@CEF?2E6 E@ 92G6 vC68 %C@DA6C 2D @FC ?6H r9:67 }FCD:?8 ~77:46C[ 2?5 2 D:8?:7:42?E A2CE @7 9:D H@C< :?G@=G6D C6D62C49:?8[ EC24<:?8[ 2?5 2?2=JK:?8 9@H @FC A2E:6?ED 6IA6C:6?46 E96:C 42C6 2E |w|[ =@@<:?8 566A=J 2E @FC DEC6?8E9D 2?5 2C62D 7@C :>AC@G6>6?E[ 2?5 DFAA@CE:?8 DE277 2?5 =6256CD9:A :? E96:C 677@CED E@ 8:G6 A2E:6?ED 2? 6IEC2@C5:?2CJ 6IA6C:6?46[ @? 2== 4@F?ED]k^Am

kAmvC68’D ;@3 :D >F49 =:<6 2 >@G:?8 E2C86E E9@F89[ 3642FD6 6G6CJ A2E:6?E’D 6IA6C:6?46 :D F?:BF6[ 2?5 96 ;F88=6D A2E:6?E\AC@G:565 52E2[ :?5FDECJ\567:?65 DE2?52C5D @7 42C6[ 2?5 H@C<:?8 H:E9 9@DA:E2= =6256CD9:A 2?5 42C68:G6CD E@ 6I2>:?6 9@H E96J A6C7@C> E96:C H@C< H:E9@FE 6G6C E2<:?8 E96:C 6J6D @77 E96 A2E:6?E’D A6CDA64E:G6]k^Am

kAm“(96? H6 E2=< 23@FE A2E:6?E 6IA6C:6?46[” D2JD %C@DA6C[ “H6’C6 C676CC:?8 E@ AC6EEJ >F49 6G6CJE9:?8 2 A2E:6?E 6?4@F?E6CD 5FC:?8 E96:C DE2J 2E E96 9@DA:E2= 7C@> E96 >@>6?E E96J 6?E6C[ H96E96C E92E’D E96 62D6 @7 E96 25>:DD:@?D AC@46DD[ E96 4=62?=:?6DD @7 E96:C C@@>[ E96 =6?8E9 @7 E:>6 :E E@@< 7@C 2 ?FCD6 E@ C6DA@?5 E@ 2 42== 7C@> E96>[ 2?5 9@H H6 >2?2865 E96:C A2:?]” %C@DA6C 6IA=2:?D E92E AC@G:5:?8 2? 6I46==6?E 6IA6C:6?46 7@C E96 A2E:6?E 2=D@ :?G@=G6D >66E:?8 @C 6I4665:?8 :?5FDECJ\H:56 DE2?52C5D] “!2E:6?E 6IA6C:6?46 2=D@ >62?D E92E @FC ?FCD6D 7@==@H DE2?52C5D @7 AC24E:46 E92E 2C6 6G:56?46\32D65 2D E96J AC@G:56 42C6[ E92E E96J 92G6 2>A=6 @AA@CEF?:E:6D 7@C AC@76DD:@?2= 56G6=@A>6?E[ 2?5 E92E H6’C6 4@?E:?F@FD=J C67:?:?8 @FC AC24E:46D H:E9 E96 8@2= @7 :?4C62D:?8 D276EJ 2?5 677:4:6?4J]”k^Am

kAm%C@DA6C 564=2C6D E92E 56DA:E6 E96 5:G6CD6 C62=>D E92E A2E:6?E 6IA6C:6?46 :?923:ED[ :E 2== 4@>6D 5@H? E@ @?6 E9:?8i 6>A2E9J] “u@C >6[ E96 A2E:6?E 6IA6C:6?46 :D 23@FE E96 42C68:G6C AC@G:5:?8 4@>A2DD:@?2E6 42C6[ 2?5 5@:?8 2== E96J 42? E@ 4@??64E H:E9 E96 A2E:6?E[” 96 D2JD] “w62=E942C6 H@C<6CD 2C6 y24<D\@7\2==\EC256D] (9:=6 >66E:?8 E96 DE2?52C5D D6E H:E9:? E96:C AC@76DD:@?[ E96J >FDE 2=D@ 7:?5 @FE DA64:7:42==J 9@H E96J 42? 96=A 6249 A2E:6?E 86E E96 36DE 6IA6C:6?46 H9:=6 F?56C E96:C 42C6] %9:D >:89E >62? 4=@D6=J >2?28:?8 2 A2E:6?E’D A2:?[ 2?E:4:A2E:?8 2 ?665 367@C6 6G6? E96 A2E:6?E :D 2H2C6 @7 :E[ D:>A=J 4@F?D6=:?8 E96> E9C@F89 766=:?8 27C2:5 3J 6IA=2:?:?8 H92E :D 8@:?8 E@ 92AA6? ?6IE[ @C ;FDE 9@=5:?8 E96:C 92?5]”k^Am

kAm%96 :>A@CE2?46 @7 4=62C[ 42=>:?8 4@>>F?:42E:@? 2E E96 9@DA:E2= 8@6D 2 =@?8 H2J E@H2C5 >2<:?8 2 A2E:6?E’D E:>6 2E |w| A@D:E:G6 2?5 962=:?8] “}@E @?=J 5@ H6 6I2>:?6 9@H 4=62C=J 2?5 D6?D:E:G6=J H6 4@?G6J :?7@C>2E:@? 23@FE 2 A2E:6?E’D 5:28?@D:D 2?5 EC62E>6?E[ 4@>>F?:42E:@? 2=D@ :?4=F56D E9:?8D =:<6 H96E96C E96 t?G:C@?>6?E2= $6CG:46D E62> >6>36C 8C66ED J@F H2C>=J 2D E96J 6?E6C[ 2?5 6G6? H2J7:?5:?8 @? E96 9@DA:E2= 42>AFD 2?5 :?D:56 E96 3F:=5:?8] x7 A6@A=6 92G6 2? 62DJ E:>6 7:?5:?8 H96C6 E96J ?665 E@ 8@[ E96J’== 36 =6DD DEC6DD65[” D2JD %C@DA6C]k^Am

kAm(96? 2D<65 9@H E96 9@DA:E2= 82E96CD :ED A2E:6?E 6IA6C:6?46 52E2[ %C@DA6C 6IA=2:?D E92E E96J >62DFC6 E96 A2E:6?E 6IA6C:6?46 AC:>2C:=J 3J =:DE6?:?8 E@ E96 A2E:6?E’D @H? H@C5D] “(6 AC@G:56 6G6CJ A2E:6?E H:E9 2 56E2:=65 DFCG6J 23@FE E96:C 6IA6C:6?46 FA@? 5:D492C86[ 2?5 E96J 42? 4@>A=6E6 :E G:2 E6IE[ 6>2:=[ @C A@DE2= >2:=[ 2?5 :E’D 9:89=J 56E2:=65[” 96 D2JD] “(6 2=D@ 5@ :?\A6CD@? A2E:6?E 4964<\:?D E9C@F89 52:=J ?FCD:?8 =6256CD9:A C@F?5:?8 H96C6 H6 2D< A2E:6?ED E@ 2DD6DD E96 4=62?=:?6DD @7 E96:C C@@>D[ BF2=:EJ @7 E96 7@@5[ 2?5 C6DA@?D:G6?6DD @7 E96:C ?FCD6D]”k^Am

kAmx7 2 A2E:6?E C6A@CED E92E E96:C >62= 2CC:G65 4@=5[ 7@C 6I2>A=6[ %C@DA6C 42? 4@>>F?:42E6 5:C64E=J H:E9 E96 9625 @7 }FEC:E:@? $6CG:46D E@ 255C6DD E92E :DDF6] “(6 92G6 2 46?EC2=:K65 7665324< EC24<:?8 DJDE6> E92E H6 42? 62D:=J 2446DD E92E 8:G6D FD 2 D?2AD9@E @7 9@H H6’C6 5@:?8[” %C@DA6C D92C6D[ “2?5 E9:D A2CE @7 E96 H@C< :D 6I4:E:?8 3642FD6 7665324< C67=64ED E96 6G6C\492?8:?8[ 5J?2>:4 ?2EFC6 @7 2 9@DA:E2=]”k^Am

kAmr~'xs\`h 92D :>A24E65 9@H A2E:6?ED 6IA6C:6?46 42C6 AC@7@F?5=J 2D H6==] %96 ?665 7@C 42C68:G6CD E@ H62C 4F>36CD@>6 7F== A6CD@?2= AC@E64E:G6 6BF:A>6?E W!!tX :D 2? 255:E:@?2= 32CC:6C 36EH66? A2E:6?E 2?5 42C68:G6C[ 2?5 A@D6D 492==6?86D H96? 4@>>F?:42E:?8 H:E9 E96 A2E:6?E] %C@DA6C D2JD E92E :E 42? 36 2=:6?2E:?8 E@ A2E:6?ED ?@E E@ 36 23=6 E@ D66 E96:C 42C68:G6C’D 7246 2?5 92G6 E@ DEC2:? E@ 962C E96>] “(6 2C6 C:89E ?@H 2E H@C< 56G6=@A:?8 H2JD E@ 62D6 E96D6 :DDF6D 2?5 >2<6 42C68:G:?8 >@C6 D62>=6DD 7@C 3@E9 @FC A2E:6?ED 2?5 42C68:G6CD[” 96 D2JD]k^Am

kAm%C@DA6C D2JD E92E 96 H2D 42==65 E@ H@C< :? 962=E942C6 5F6 E@ 9:D 566A 56D:C6 E@ D6CG6 2?5 766= 4@??64E65 E@ 9:D 4@>>F?:EJ] “x 8C6H FA :? 2 CFC2= 2C62 @7 x529@[ 2?5 >@DE C646?E=J H@C<65 2E =2C86C 962=E942C6 724:=:E:6D[ D@ x’> 92AAJ E@ 36 324< :? 2 D>2== CFC2= 4@>>F?:EJ 282:? 96C6 :? |2C:@?] |J 72>:=J 2?5 x ;FDE >@G65 96C6 7@FC >@?E9D 28@ 7C@> &E29[ H6’G6 C646:G65 2 H2C> H6=4@>6[ 2?5 H6’C6 E9C:==65 E@ 36 96C6]”k^Am

kAm(6’C6 8=25 E@ 92G6 vC68 2D E96 r9:67 }FCD:?8 ~77:46C 2?5 92G6 2=C625J 76=E 9:D A2DD:@? 7@C A2E:6?E 42C6 :? @FC 4@>>F?:EJ] |w| E62> >6>36CD 4@?E:?F6 E@ 36 565:42E65 E@ AC@G:5:?8 2? 6I46==6?E 6IA6C:6?46 H96? J@F ?665 @FC 42C6]k^Am