09 December 2020
13:30 - 16:00
2.5 hours
Online video conferencing

In this masterclass session, Peter Dorrington – an expert in combining data science with behavioural science - will share with us the results of research about Empathy in Customer Service and what it can mean for Patient Experience. Peter will also discuss the motivators of human behaviour, with a specific focus on healthcare.

There will also be an interactive discussion about some of the topics raised and how to apply these in a practical context.

Lead facilitator

Sue Kong  

Sue Kong joined NHS Elect in April 2005 as their Director, leading on the marketing of NHS Services and assisting the Department of Health with the Gastroenterology 18 weeks commissioning pathways. Prior to joining NHS Elect, Sue was Executive Director for Strategy and Planning at North West London Strategic Health Authority and has operational and planning experience in acute hospitals in London and the East Midlands.

Sue has an MBA (distinction) specialising in marketing and is a CIM Chartered Marketer. Sue has chaired the Health Service Journal NHS marketing conferences and has published in the Journal of Management and Marketing in Healthcare, regularly sharing good examples of healthcare marketing and patient experience from around the world. Sue is a member of the editorial board for the Journal of Patient Experience (SAGE). She loves learning from different sectors and has presented as a Business Insight Leader for Warwick Business School, the Institute of Directors, National Housing Federation & 2020 Arab Health Congress.

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