Christine Albert on How Experience Fuels Patient Growth

Takeaways

• Sustainable healthcare growth comes from a combination of acquisition, retention, and patient progression rather than focusing exclusively on new patient volume.
• Many organizations can uncover significant growth opportunities by re-engaging existing patients who have already established trust with the health system.
• Access barriers such as long wait times and complicated scheduling processes directly impact patient trust and conversion rates.
• Experience design starts with understanding the patient’s perspective and identifying friction throughout the care journey.
• Trust is validated through every patient interaction and experience.
• Marketing leaders create more impact when they align closely with operations, clinical teams, and access leaders around shared growth goals.
• Small experience improvements, such as more human-centered provider profiles, can drive meaningful increases in patient engagement and appointment conversions.
• AI is accelerating how patients research and evaluate providers, making accurate, trustworthy, and useful healthcare content more important than ever.