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Webinar - Bust Your Assumptions About What Matters to Patients
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Presenters will share how the philosophy and methods of Experience-Based Design (EBD) are helping their organization bring meaning to this term by better understanding the experiences and emotions of those receiving and delivering our healthcare services.

9/9/2014
When: September 9, 2014
2:00 pm ET

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Bust Your Assumptions About What Matters to Patients*

Presented by Susan Haufe, Administrative Director, Service & Patient Relations, and Jennifer Phillips, Director of Innovation, Virginia Mason Medical Center
September 9, 2014 2:00PM-3:00PM ET

A fundamental tenet of LEAN thinking is understanding what customers consider value-added. Presenters will share how the philosophy and methods of Experience-Based Design (EBD) are helping their organization bring meaning to this term by better understanding the experiences and emotions of those receiving and delivering our healthcare services. This presentation will include examples of how these methods have been integrated into the Virginia Mason Production System, their lean management method for quality and how they are yielding improved experiences for patients and families in both inpatient and outpatient settings.

*Part of the Patient Experience Conference 2014 Encore Webinar Series

Related Body of Knowledge courses: Patient & Family Centeredness.


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