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Session Details

​​Does your team know how to interpret and use data to drive meaningful improvements in your organization?

Organizations are faced with endless streams of information on patient experience as well as the pressures to know what it means and how to decipher it. The IHI Virtual Expedition: Putting Your Patient Experience Data to Work (starting February 14, 2017), gives your team the tools needed to turn data into useful information. 

In a virtual and interactive environment, participants learn how to dive into data from patient surveys, focus groups, rounding, and much more, in order to identify and drive opportunities for improvement. Successful organizations and expert faculty will help your team assess the various sources of your qualitative and quantitative patient experience data and go beyond patient satisfaction surveys to link patients' experiences of care with efforts to improve quality and safety. 

This Expedition is most appropriate for organizations that already have access to patient experience data and are working to use it most effectively. Faculty and exemplars will draw from the US and UK regulatory environment.


What You'll Learn

At the end of the IHI Virtual Expedition, participants will be able to:

  • Explore all available data sources and identify the most meaningful measures to drive improvement
  • Interpret the data to drive improvement in your organization
  • Develop a plan to help leaders share and use the data to drive improvement across the organization
  • List the variety of patient experience data available in their organizations
  • Identify and avoid wasted effort in use of required data
  • Identify opportunities to leverage underused sources of data (e.g., complaints, stories, rounding)
  • Define fast and slow feedback and provide examples of when each is appropriate
  • Explain the role of leaders at all levels in interpreting and using data to drive improvement

IH​I is approved for a maximum of 6.0 continuing education credits​ for physicians and nurses.


Session 1: Big Picture on Patient Experience Data
Date: February 14, 2017, 12:00 PM–1:00 PM ET 

Session 2: What Measures You’re Collecting: Required Measures and Pitfalls Date: February 28, 2017, 12:00 PM–1:00 PM ET 

Session 3: Underused Sources of Existing Data 
Date: March 14, 2017, 12:00 PM–1:00 PM ET  

Session 4: Using Fast Feedback to Drive Improvement 
Date: March 28, 2017, 12:00 PM–1:00 PM ET 

Session 5: Who and How to Use Data 
Date: April 11, 2017, 12:00 PM–1:00 PM ET 

Session 6: Hot Topics in Patient Experience Data 
Date: April 25, 2017, 12:00 PM–1:00 PM ET 
Kathy Duncan, IHIKevin Little, PhD, Improvement Advisor, Institute for Healthcare Improvement, is a statistician specializing in the use of information to study, understand, and improve system performance. His experience in the application of statistical methods includes direct work with scientists and engineers in a range of disciplines. He has also coached improvement teams in a range of industries. Dr. Little served as Improvement Advisor to the National Health Disparities Collaborative from 2001 to 2006 and to IHI's hospital portfolio of projects from 2010 to 2012. Recently, he worked on the measurement strategy for the Healthier Hospitals Initiative and led a pilot to improve physician communication behaviors.
Benjamin MilliganKristine K.S. White, RN, BSN, MBA, Principal, Aerate Consulting, and Co-Founder, Aefina Partners, LLC, previously served in senior leadership roles at Spectrum Health. Her expertise lies in providing leadership and system design for cultures of excellence and innovation, integrating innovation practices and skills into organizations, and readying cultures and organizations to solve problems. Ms. White has worked with physicians to increase the effectiveness of their communication and with leaders and teams to drive meaningful improvement in the patient and family experience. She has also coached senior teams to strategically focus and prioritize efforts that yield value to patients within their systems.
Kathy Duncan, IHIAngela G. Zambeaux, Senior Project Manager, Institute for Healthcare Improvement, has managed a wide variety of IHI projects, including a project funded by the US Department of Health and Human Services that partnered with the design and innovation consulting firm IDEO around shared decision-making and patient-centered outcomes research; the STAAR (STate Action to Reduce Avoidable Rehospitalizations) initiative; virtual programming for office practices; and in-depth quality and safety assessments for various hospitals and hospital systems. Prior to joining IHI, Ms. Zambeaux provided project management support to a small accounting firm and spent a year in France teaching English to elementary school students.