The Patient Journey & Innovation

August 27th at 6.00 pm CEST


The Patient Journey & Innovation


We often look to other industries for clues to improve our own practices. This is why we invited tourism expert Doug Lansky to provide some insight into customer service and how it can positively affect the patient experience. There’s perhaps no better source than the world’s top hotels and restaurants and tours when it comes to highlighting great customer service. Doug will not only explain how aspects of these services can be directly adopted by the healthcare industry, but that it can actually be done on a minimal budget and positively impact patients’ health by reducing stress at key points along the patient journey. 


About the speaker

Doug Lansky is a tourism development thought leader who advises destinations and tourism companies and hotel associations around the world – from Singapore to Aruba, Google Travel to Amadeus – on strategy, management and visitor experience. He spotted a clear customer-service connection between tourism and healthcare, and has found a way to transfer best-practice examples from hospitality to hospitals. Doug has given acclaimed lectures at nearly 100 universities, spoken to a sold-out audience at National Geographic Headquarters, for the United Nations World’s Tourism Organization, as an after-dinner speaker at corporate events and at both public and industry travel/tourism conferences, at TEDx Stockholm, and set the attendance record for keynote lectures at the 2012 and 2013 ITB Berlin conferences.

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