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Webinar - Communication: "The Main Domain" of HCAHPS
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Ask any patient what is the most important aspect of their care, and they will say communication from their care givers. In a health care climate with many uncontrollable variables, the one thing we do control is how we communicate with our patients and their families. This presentation outlines an organization's journey to embrace the need for more compassion and empathy in our communication.

 Export to Your Calendar 2/19/2019
When: February 19, 2019
2:00 pm ET
Where: United States


Online registration is available until: 2/19/2019
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Communication: "The Main Domain" of HCAHPS

Patricia A. Bradley, Senior Director of Patient Experience,North Kansas City Hospital

February 19, 2019 - 2:00-3:00 PM ET

Ask any patient what is the most important aspect of their care, and they will say communication from their care givers. In a health care climate with many uncontrollable variables, the one thing we do control is how we communicate with our patients and their families. This presentation outlines an organization's journey to embrace the need for more compassion and empathy in our communication. This presentation shares content to help you achieve an organizational shift in culture. The keys to success that will be presented:

  1. Change begins with Senior Leadership; support, training, expectations and accountability.
  2. Strategic organizational launch for all employees; purpose, skill building, inspiration, practice, mastery of content, and application of skills.
  3. Performance coaching; creating an atmosphere where peer feedback is integral to the success of the organization
  4. Leading your organization; how you take the lead, support the organization and own the initiative.

Learning Objectives

  • Outline an effective strategy to achieve/ sustain improvement in HCAHPS domains, by using an organizational wide approach to improve communication.
  • Identify concrete tactics for engaging and supporting organizational leaders through a strategic communication focused initiative, that includes accountability for measurable results.
  • Summarize the five success factors that are key to short-term and long-term performance improvement.

Learn More about North Kansas City Hospital:

For 60 years, Northland residents have considered North Kansas City Hospital, "the little hospital on the hill," as their hospital. While our little hospital is now a metropolitan medical center located just five miles north of the Kansas City Power & Light District and downtown Sprint Center, and is serving patients in the Northland and beyond. We still provide the same compassionate care we did when our doors opened in 1958. Today, in addition to our focus on five Centers of Excellence in cardiac, cancer, orthopedics, emergency and women's health, we offer an extensive range of inpatient and outpatient services.


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