Susan Crow

Susan Crow

Director, Customer Engagement

Penn Medicine Lancaster General Health

Lancaster, PA

CE #262

Penn Medicine Lancaster General Health, a member of the University of Pennsylvania Health System (Penn Medicine), is a 786-licensed bed not-for-profit health system with a comprehensive network of care. Lancaster General Health’s dedication to advancing the health and well-being of our community remains at the core of our mission. I have the privilege of serving a team that supports our organization through customer engagement. We aim to provide experiences for patients, their loved ones, and employees that facilitate the best possible outcomes.  We identify opportunities for celebration and improvement through satisfaction surveys, advisory panels and direct observation. I earned my Certification in August of 2018 so I am an Experience Economy newbie.  In my class of eleven I was the only one representing healthcare and I found this to be quite valuable in the learning process — I truly believe that healthcare has a lot to learn about customer experience from other industries, particularly hospitality and technology.  At LGH we are very fortunate to have a senior leadership team that recognizes experience as one of our 5 organizational pillars and we will soon be hosting our first system-wide customer experience workshop which we hope will become an annual event.