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Webinar - 52 Weeks of Overmanaging Creates Success
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With the multiple priorities of quality of care, patient safety, productivity, and staffing, patient experience focus may go by the wayside. Improving the patient experience takes initiative, dedication and time. This session will share how a 36 hospital health care system, and specifically two hospitals, maintained the focus on patient experience through weekly meetings with key departments.

 Export to Your Calendar 6/19/2018
When: June 19, 2018
2:00 pm ET
Where: United States


Online registration is available until: 6/19/2018
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52 Weeks of Overmanaging Creates Success

Sandy Rush, Sr. Director Patient Experience, Dignity Health
Karen Byrnes, Director, Patient Experience, Dignity Health - Arizona East Valley

June 19, 2018, 2:00-3:00 PM ET

With the multiple priorities of quality of care, patient safety, productivity, and staffing, patient experience focus may go by the wayside. Improving the patient experience takes initiative, dedication and time. This session will share how a 36 hospital health care system, and specifically two hospitals, maintained the focus on patient experience through weekly meetings with key departments. It will describe how departments were selected, who participated, and an agenda that helped drive intense focus and action. It will also describe the review of the patient voice beyond the survey, including through leader rounding, discharge phone calls, and journey mapping. An overview of the challenges and obstacles that were overcome in order to maintain the focus and attendance of the weekly meetings, and the successful outcomes, not only in HCAHPS scores, but more importantly to patient engagement and caregiver engagement will be discussed.

Learning Objectives

  • Describe the benefits of over managing key departments (high volume) through weekly patient experience meetings.
  • Summarize how to overcome barriers or resistance to over managing the patient experience.
  • Implement the over management process using the tools provided (agenda, scheduling techniques, attendees).

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