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During the first day of the seminar, we will present:

  • IHI’s vision for person-and family-centered care
  • How a great patient experience can impact quality, safety, staff engagement, and financial results
  • Ways to make sense of and improve your HCAHPS or CG-CAHPS and other patient-driven metrics
  • Different strategies for working in partnership with your patients and family members
  • Best practices from a variety of organizations

During the second day, we will present:

  • How to integrate current practices and new concepts to positively change the patient experience
  • How to use high impact actions and behaviors — from leadership to the frontline — that can move culture change from concept to reality
  • Case studies of exemplars in a variety of settings
  • Concrete plans for action for participants to implement