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Encore Webinar - Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience
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Using the metaphor of a Formula One Pit Crew, the webinar will reveal the theories and stories that, working closely with "Champions" from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience.

 Export to Your Calendar 11/27/2018
When: November 27, 2018
2:00pm ET
Where: United States


Online registration is available until: 11/27/2018
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Pit Crew: How Communication Fuels the Ambulatory Surgery Center Patient Experience

Mark L VanderKlipp, Partner, Connect_CX

November 27, 2018 - 2:00-3:00 PM ET

Copper Ridge Surgery Center (CRSC) is the largest Ambulatory Surgery Center (ASC) in Michigan and one of the largest in the country. They serve between 85 and 115 patients a day with 11 different service lines: everything from cataracts to hand surgery to whole joint replacement. This webinar will discuss the timeline and learning process that CRSC experienced: from a culture with a vague understanding of patient experience to one that is patient-centered by design. Using the metaphor of a Formula One Pit Crew, the webinar will reveal the theories and stories that, working closely with "Champions" from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience

Learning Objectives

  • Summarize how CRSC built an elite internal team to take on a comprehensive patient experience initiative, from leadership to "Champions" across the organization. 
  • Explain the foundational theories that helped encapsulate the CRSC caregiving culture: one that went from disjointed individual silos to a well-oiled, patient focused machine.
  • Discover how to unlock change from within the organization rather than impose it from the outside.

*This webinar is an encore presentation from the Patient Experience Conference 2018.

Learn More about Copper Ridge Surgery Center:

Opened in 2004, the Copper Ridge Surgery Center (CRSC) is a free-standing, joint-venture Ambulatory Surgery Center (ASC) owned by the ASC Partnership, LLC (a group of physicians located in Traverse City, MI) and Munson Medical Center. CRSC is an 8 OR, 4 Procedure Room facility that safely serves more than 21,000 patients annually. This makes it one of the highest-volume multi-specialty ASCs in the country and the highest-volume multi-specialty ASC in the state of Michigan.


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