🏥 **PATIENT EXPERIENCE DESIGN FOR STRATEGIC INNOVATION**
*From Best Practice to Next Practice*

**Is your hospital’s Patient Experience trapped in the same endless loop?**
*Collect feedback → Map interactions → Fix pain points → Measure again.*

Despite years of investment, many hospitals still struggle to create meaningful differentiation, measurable impact on outcomes, or genuine strategic advantage. Has PX become just an operational dashboard metric, strategically irrelevant to the board?

**It’s time to shift from “Best Practice” to “Next Practice”!**

🎯 **SESSION OVERVIEW**
In this provocative and highly interactive session, **Charles Bennett** and **Hassan Mohammad** from the CXSA Institute challenge the limits of traditional PX thinking. They introduce a new perspective where Patient Experience becomes the core of **strategic innovation**, not just a continuous improvement function.

Using real-world hospital case studies, live exercises, storytelling, and outcome-driven innovation frameworks, this session moves beyond surface-level touchpoint fixes to unpack what patients are *really* trying to achieve and the human connection we create at every moment of care.

💡 **KEY TAKEAWAYS: WHAT YOU WILL LEARN**
✅ **Unpack deeper patient needs**, including the unspoken insights that data alone never surfaces.
✅ **Reframe patient journeys** around outcomes, not just touchpoints.
✅ **Combine data-driven Voice of Patient** with qualitative insight and design-immersion techniques.
✅ **Identify strategic opportunities** that competitors cannot easily replicate.
✅ **Leverage PX as a strategic driver** for innovation, differentiation, and sustainable growth.
✅ **Understand the AI impact:** Why AI will commoditise average, traditional PX—but drastically increase the value of differentiated, human experiences.

👨‍💼 **YOUR SPEAKERS:**

**CHARLES BENNETT**
*Co-Founder & CEO, CXSA Institute*
A globally recognised CX/PX practitioner and facilitator, Charles will lead the session, sharing his extensive experience in designing and delivering experience-transformation programmes across the GCC and internationally.

**HASSAN MOHAMMAD, CCXP, RTP**
*Co-Founder & Chief Innovation Officer, CXSA Institute*
A global CX leader and service design expert, Hassan will join the session to contribute to the live discussion, Q&A, and strategic insights.

**MODERATOR:**

**DR. HANNY RONOSULISTYO, SP.OG (K)**
*Chairman, Patient Centered Care Institute (PCCI)*

📅 **EVENT DETAILS:**
🗓️ **Date:** Friday, 10 July 2026
⏰ **Time:** 19:30 – 21:00 WIB (Jakarta Time)
🌍 **Global Time Zones:** 19:30 Jakarta | 15:30 Riyadh | 13:30 London (BST)
💻 **Format:** Live Online Webinar via Zoom
👥 **Audience:** 200+ Hospital Directors & Healthcare Leaders (Indonesia & Asia)
💰 **Investment:** **100% FREE!**

🔗 Secure Your Spot via Zoom

⏰ **RUN OF SHOW:**
**19:30 – 19:35** | Welcome & Introductions *(Host / KARS)*
**19:35 – 20:20** | Keynote: PX Design for Strategic Innovation *(Charles Bennett & Hassan Mohammad)*
**20:20 – 20:50** | Live Q&A and Open Discussion
**20:50 – 21:00** | Key Takeaways & CXSA Intelligence Hub Access

📢 **DON’T MISS OUT!**
*Innovation is not the domain of a specialist few. It can be learnt and practised by all of us.*
**Limited to 200+ participants. Register now and make Patient Centricity your Strategic Gamechanger!**

**Organized by:**
**KARS** (Hospital Accreditation Commission)
In collaboration with **Patient Centered Care Institute (PCCI)** & **ASQUA** (Asian Society for Quality in Health Care)

**Live Streaming:** KARS Official
**Follow Us for Updates:**
📱 Instagram: @KARS.OR.ID | 📘 Facebook: @kars_indonesia
📧 Email: workshop@kars.or.id | 🌐 Website: www.kars.or.id

*CXSA Institute | Making Patient Centricity Your Strategic Gamechanger*
*#PatientExperience #StrategicInnovation #NextPractice #PCCI #KARS #CXSAInstitute #HealthcareLeadership #PatientCenteredCare*