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Webinar - Management Overnight Program: Through the Eyes of the Patient
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Webinar participants can expect to learn about Northern Westchester Hospital's management overnight program with a focus on the goals of the program as well as planning and logistics. Participants will hear lessons learned and suggestions made and implemented as a result of participant feedback.

12/10/2019
When: December 10, 2019
2:00pm ET
Where: United States

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Management Overnight Program: Through the Eyes of the Patient

Darol Bates, Director of Patient & Family Advocacy, Northern Westchester Hospital
John Paine, Administrative Director, Physician Practices, Northern Westchester Hospital

December 10, 2019 - 2:00-3:00 PM ET

Northern Westchester Hospital expects each manager to spend at least one night in the hospital in the role of a patient. Managers are paired in teams and assigned a time frame in which to complete the overnight. During their overnight stay, managers check-in, wear gowns, are transported by stretcher or wheelchair, sleep in hospital beds or care partner pull-out couches, tour waiting rooms and key departments, eat in the cafeteria and order patient room service, and document their findings using structured feedback tools including completing the HCAHPS survey for internal comparison. The insights gained from the management overnight program are compiled, analyzed and used for continuous improvement. Webinar participants can expect to learn about our management overnight program with a focus on the goals of the program as well as planning and logistics. Participants will hear lessons learned and suggestions made and implemented as a result of participant feedback. 

Learning Objectives

  • Gain a deeper appreciation for the value of experiential learning as communicated through management testimonials.
  • Explain how to structure an overnight program in his/her facility.
  • Discover the actions taken as a result of patient/family and staff feedback from the overnight program.

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

Learn More about Northern Westchester Hospital:

Northern Westchester Hospital (NWH), a proud member of Northwell Health, provides quality, patient-centered care that is close to home through a unique combination of medical expertise, leading-edge technology, and a commitment to humanity. Over 750 highly-skilled physicians, state-of-the-art technology and professional staff of caregivers are all in place to ensure that you and your family receive treatment in a caring, respectful and nurturing environment.


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