April 2013 The Patient Experience
 

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Session Details

It is clearly time to refocus on the person at the center of care — the patient. Many organizations are struggling to understand what patient-centered care truly means and what it really looks like. Everyone has a role in the patient's experience whether you work at a large hospital system or in a small office practice. No matter the size, organizations that are successful provide an exceptional patient experience at every turn in the patient’s journey.
 
Organizations with a patient-focused culture are rewarded with:
 
By putting the emphasis on a patient’s care experience — including respect, partnership, shared decision making, well-coordinated transitions, and efficiency — hospitals and clinicians see improvements in their patient satisfaction survey data and HCAHPS and CG-CAHPS respectively. Because these scores are publically available, care settings with high scores can attract more patients, providers, and payers.
This seminar will equip health care professionals with concrete tools and a roadmap for integration of new practices into existing processes.
 
Learn more about the program from a faculty member in this short video
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​Who Should Attend

We encourage — but do not require — team participation in this program. This seminar is ideal for anyone that impacts the patient safety experience, including but not limited to:

  • Chief Executive Officers
  • Chief Medical Officers
  • Chief Operating Officers
  • Chief Experience Officers
  • Directors of Patient Safety
  • Directors of Clinical Quality
  • Physician and Nursing Leaders
  • Department Heads
  • Risk Managers

​What You'll Learn

After this practical seminar, you will be able to:

  • Identify how a great patient experience can impact quality, safety, staff engagement, and financial results
  • Integrate current practices and new concepts to positively change the patient experience
  • Develop the skills to improve your HCAHPS and CG-CAHPS and other patient-driven metrics
  • Raise awareness of the patient experience and spread a culture of change through all levels of your organization
  • Engage physicians, providers, patients, and families to provide safer and more effective care
  • Identify evidence-based tools and skills that can be easily taught to others in your organization that will improve the patient experience at various points of care
  • Determine how to make sense of impending reforms that will affect reimbursement