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Webinar - Pedal to the Metal: How to Improve Patient Experience in 60 Days
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This webinar will highlight how Froedtert & The Medical College of Wisconsin, an 800+ bed academic health-system, reached the 90th percentile in patient satisfaction by deploying the 60 day rapid improvement initiative. Learn how the program marries consumer analytics, design thinking and lean methodologies to develop a frontline-driven improvement model that has improved both patient and staff engagement.

7/16/2019
When: July 16, 2019
2:00pm ET
Where: United States

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Pedal to the Metal: How to Improve Patient Experience in 60 Days

Aamer Ahmed MBA, Director of Patient Experience, Froedtert & The Medical College of Wisconsin 
Ann Krug, Patient Experience Coordinator, Froedtert & The Medical College of Wisconsin
Jill Schuetz, Patient Experience Coordinator, Froedtert & The Medical College of Wisconsin

July 16, 2019 - 2:00-3:00 PM ET

This webinar will highlight how Froedtert & The Medical College of Wisconsin, an 800+ bed academic health-system, reached the 90th percentile in patient satisfaction by deploying the 60 day rapid improvement initiative. Learn how the program marries consumer analytics, design thinking and lean methodologies to develop a frontline-driven improvement model that has improved both patient and staff engagement. The model is built upon four components: 1) Regression analytics using segmented patient satisfaction data by diagnosis 2) Customer discovery through shadowing the patient and tracking their journey 3) Root-Cause through front-line kaizen workout and development of trial interventions 4) Improve and sustain through frontline-led work groups.

Learning Objectives

  • Utilize design thinking to improve experience through customer discovery and prototyping.
  • Engage frontline staff and physicians to problem solve and own interventions through lean and change management principles.

*This webinar is an encore presentation from the Patient Experience Conference 2019.

Learn More about Froedtert & The Medical College of Wisconsin:

Froedtert & The Medical College of Wisconsin is the only Academic health system and level one trauma center in southeastern Wisconsin. It consists of five hospitals and a large multi-specialty practice including 2,000 providers. F&MCW has consistently performed in the 90th percentile in patient satisfaction.


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