Webinar: Activating the Providence Brand by Redefining the Experience for the Underserved Population
About
Customer needs are at the heart of decision-making at Providence and many health systems. To best meet the needs of these customers, we have to truly understand where we win and where we have pain points with opportunities to improve along the journey. Experience change is how Providence is bringing the brand to life, pushing boundaries and living their promise to “Know Me, Care for Me, Ease my Way”.
Listen to learn how Providence’s investment in learning via new business intel (powered by Qualtrics) has sparked a movement, leading to creative ways they are transforming experiences. We delve into a unique effort, sparked by an insight, to tackle addressing health equity gaps in a new way for one patient segment, Latinx consumers.
Recent Insights
The Joint Commission Just Raised the Bar. Does Your Language Access Program Clear It?
This article is the second in a series on language access as a patient safety priority. Read the first article: The $70 Million Wake-Up Call: Why Language Barriers Are Your Biggest Untracked Patient Safety Risk. If you read our last article about the $70 million...
The $70 Million Wake-Up Call: Why Language Barriers Are Your Biggest Untracked Patient Safety Risk
In September 2025, a Florida jury awarded over $70 million to Chiaka Stewart, a 42-year-old woman who became blind and paralyzed after Tampa General Hospital's emergency department misdiagnosed a brain hemorrhage. The critical error? A language barrier. Medical staff...
Lin MacMaster
Providence,
SVP Providence Brand
Jeff Logan
Providence Health,
GVP Providence Patient &
Market Experience
Robyn Gilson
VP at Cortico-X and
Providence VOC Advisor