Moving Forward: A New Focus on Patient Care: July 12

Time: 12:00 PM


Virtual  – This is the third in a four-part webinar series.


This series is complimentary to staff at IHA-member hospitals and health systems. You may register for individual webinars or the entire series.

Registration includes program material, one connection and access to the session recording(s) for four weeks after each program.

Zoom links will be provided to registrants at least one day prior to each session.

Register Online

IHA collaborated with state hospital associations from across the country to offer this complimentary series developed specifically for hospital and health system leaders. Attend four one-hour sessions with national experts to explore post-pandemic strategies to assist you in:

  • Rebuilding your organization’s culture of innovation;

  • Achieving higher clinical quality and operational excellence using compassion;

  • Refocusing on the patient as a consumer; and

  • Integrating a culture of equity and inclusion into all aspects of your organization.


The Patient as a Consumer: How to Create Experiences Patients Actually Value
David Duncan, PhD, Managing Director, Innosight

Consumers everywhere are becoming increasingly influential, empowered and demanding. The maxim “The consumer is boss” has become only more urgent as the digital revolution, social media, expanding choices and 24/7 connectivity have empowered consumers and heightened their expectations. Healthcare is not immune to this trend, as healthcare systems, big tech companies and new entrants compete to provide better experiences for patients and caregivers alike.

Duncan will share techniques from his new book, The Secret Lives of Customers, that healthcare professionals can use to take a consumer lens on the people they serve. This includes techniques for gaining new insight into their most important challenges and aspirations related to their health, and for finding innovative ways to help that consumers will value, including ways to make their healthcare experience even better.


  • Understand relevance of consumer insights for healthcare.

  • Learn techniques you can use to better understand your "customers."

  • Identify ways you could apply these in your daily work.

Who Should Attend

This series is designed for hospital and health system leadership teams, including:

  • CEOs and CFOs

  • CMOs, CNOs and CQOs

  • Chief human resource officers

  • Chief strategy officers

  • Clinical leaders

  • Department leaders


David Duncan, PhD, Managing Director, Innosight
Duncan advises top leaders at many of the world’s most iconic companies including Proctor & Gamble, General Electric, Medtronic and Coca Cola. His work has focused on helping senior executives develop and execute long-term growth strategies, often with an emphasis on transformation in the face of industry disruption. Duncan is equally involved in helping companies to institutionalize innovation capabilities through the design and deployment of a broad range of enablers.

Duncan is a featured speaker and author on topics of innovation and growth. He is the coauthor of two books and a number of articles, including the new book Competing Against Luck: The Story of Innovation and Customer Choice (HarperCollins, October 2016). A groundbreaking book with the potential to reframe industries, Competing Against Luck is based on a simple yet profound idea: Customers don’t buy products and services, they hire them to do a job. Understanding which jobs your customers need done is key to innovation success.