About our Patient Experience Conclave

In today’s rapidly changing times – healthcare providers need to switch from a traditional profit- driven model to one that focuses on patient satisfaction. This change is being driven by changing patient expectations - who are no longer just passive recipients of treatment, who do their own research, are aware of what doesn’t work for them in today’s healthcare offering and can make or break reputations on social media.

And so healthcare providers need to focus on interacting with and creating an outstanding Patient Experience with their audience, much the same way brands do for their consumers. Creating a new paradigm that will completely transform the healthcare business in the long run.

Our Patient Experience Conclave & Awards is a day-long event coming from both national and international organisations - all of whom are tasked with overseeing their organisation's Patient Experience strategy.

About the CRM Academy of Asia -Terragni-ICC Patient Experience Excellence Awards, 2019

As we work together with friends, partners, colleagues – a key deliverable from the Patient Experience Conclave & Awards is the identification of and setting of Patient Experience standards and benchmarks which we will be recognising and rewarding at our Patient Experience Gamechanger Awards Ceremony which will take place post the conclusion of our Conclave – from 1800 hrs. onwards. It is our honour and privilege to present our distinguished panel of judges for India's very first edition of these Awards

  • Dr Gurpreet Sandhu
  • President
  • Council for
    Healthcare & Pharma
  • Mr Kayzad Hiramanek
  • Chief - Operations & Customer Experience
  • Bajaj Allianz Life Insurance Co.Ltd.
  • Dr Vikram Raghuvanshi
  • Chairman,
  • ICC Healthcare Committe
  • Dr Ruchir Mehra
  • Co-founder,
  • Remedo
  • Mr. Anurag Batra
  • Chairman & Editor-in-Chief, Business World Media Group
  • Mr Sudershan Banerjee
  • Former CEO
  • Amway India
  • Executive Vice - President
  • Boreal Agro Minerals Inc.
  • Prem Singh Rathore
  • General Manager
  • Business Processes & Quality
  • Head-Internal Audit
  • Antara Senior Living
  • Dr. Amit Chakrapani
  • Founder & Managing Director,
  • CRM Academy of Asia
  • Mr. Sujoy Ghosh
  • Assistant Director,
  • ICC
  • Dr. Anil Pillai
  • Director,
  • Terragni Consulting

Release of our Research Report on State of Patient Experience in India

Get proprietary insights with our Knowledge Report on the State of Patient Experience in India which we plan to make into an annual study going forward. Get access to data and insights that can help you benchmark your own organisation’s Patient Experience standards and where do they need to be in future.

Conclave Agenda

Our Conclave Agenda will include panel discussions, fireside chats, keynotes, interactions and more on a varied mix of topics by experts and thought leaders, covering the following and more:

  • Journey from Patient Satisfaction to Patient Experience
  • Identifying and Understanding your Customer
  • The ROI of Patient Experience
  • Great Experiences need Great people: HR & L&D as an enabler to drive Patient Experience
  • Technology that drives Superior Patient Experience
  • Nursing Excellence for a great Patient Experience

This is by no means an exhaustive list and we have more subjects of interest lined up for our Conclave. A partial list of confirmed speakers at the Conclave is as follows:

  • Dr Dinesh Arora
  • Dy. CEO
  • National Health Mission
  • Dr. Girdhar Gyani
  • Secretary General
  • AHPI
  • Dr. Narottam Puri
  • Advisor
  • Medical Operations, Chairman
  • Fortis Medical Council
  • Dr. Vijay Agarwal
  • President
  • CAHO
  • Dharmil Sheth
  • Founder
  • PharmEasy
  • Dr. Naveen Nishchal
  • Chairman
  • Voice of Healthcare

Knowledge Partner

Strategic Partner


Date :
December 11th, 2019

Time :
0900 hrs – 2000 hrs

Price :
Rs. 6,000

(Price is exclusive of 18% GST.)

Location :
Shangri - La Hotel, 19, Ashoka Rd, Janpath, Connaught Place, New Delhi, 110001.

Who are attending

  • Executive Leadership
  • Physician/Nurse Leadership
  • Patient Experience/Satisfaction Strategy & Delivery
  • Service Excellence
  • Patient and Family Advocacy
  • Marketing/Community Outreach
  • Quality/Safety
  • Operations
  • HR/Organisation Development
  • Insurance
  • Pharmaceuticals
  • Clinical Education/Staff Development
  • Healthcare Device Manufacturers
  • Healthcare Technology Service Offerings and Start-ups

Conclave Outcomes

The Conclave aims to achieve the following outcomes:

  • Meet the heightened expectations of today's empowered patient by sharing insights and strategies that create constantly improving levels of PX
  • Enable a PX approach that works within a patient and family-centred culture and enables management with minimal but specific intervention processes
  • Engage clinical and non-clinical staff in your PX strategy – and get a buy-in for its delivery across the entire value chain
  • Achieve a single view of the patient – and deliver consistent levels of experience
  • Create patient and family advocates in the long-run
  • Set down standards for Patient Experience and advise organisations on how to consistently deliver on those benchmarks
  • Share proprietary research findings and thought leadership content around Patient Experience and its delivery

Conclave Association Benefits

The first and one-of-its-kind Conclave in this domain

Access to not just a select group of senior healthcare professionals but also policy makers, Government officials, influencers, technology firms, thought leaders, device manufacturers, pharma companies, insurance firms, start-ups in the business and more

Value-adds with our PX Awards and PX Research Report

Identifying and benchmarking PX Standards – which will enable creation of measures of quality and the bigger performance picture. This in turn promises to benefit not just healthcare service providers but also associated businesses such as devices, pharma and insurance.

Opportunities for branding, strategic partnerships, sharing of information and branded content, social media outreach and more.

Conclave Core Advisory Committee

  • Dr. Anil Pillai, Director, Terragni Consulting
  • Lt. Gen. ( Retd.) Sudhir Sharma, Co- Founder & Director, CRMAA
  • Anuj Singla, Co- Founder & Director, CRMAA
  • Dr. Amit S. Chakrapani, Founder & Managing Director, CRMAA
  • Sujoy Ghosh, Assistant Director, Indian Chamber of Commerce.
  • Kowshik Bhattacharjee, Head of Customer Experience & Service Excellence, Apollo Hospitals

Connect with us

Know more, sponsor, speak, participate, nominate, express your interest by dropping us an e mail and subscribing to our event updates on

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