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Webinar - Hidden Opportunities to Design a Better Experience
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Join this webinar to learn how Nebraska Medicine uses an innovative approach to enhance the Patient Experience-one rooted in the discovery of hidden opportunities to design a better experience for patients and staff.

3/3/2020
When: March 3, 2020
2:00pm ET
Where: United States

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Hidden Opportunities to Design a Better Experience

Jeremy Carr, MBA, Lead Patient Experience Advisor, Nebraska Medicine
Liz Hamilton, Patient Experience Advisor, Nebraska Medicine

March 3, 2020 - 2:00-3:00 PM ET

Nebraska Medicine uses an innovative approach to enhance the Patient Experience-one rooted in the discovery of hidden opportunities to design a better experience for patients and staff. Observational-Based Patient Interviewing and the Skeptic's Lens are two key tools used to uncover insights into the kinds of behavior that create a "wow" experience. Training helps staff learn how they can leverage social dynamics within the care experience to enhance their personal satisfaction through the delivery of "wow." This approach has resulted in substantial improvements in Patient Experience scores and, alongside other concerted efforts, continues to drive Nebraska Medicine toward a culture of excellence.

Learning Objectives

  • Identify the hidden opportunities to improve the patient experience.
  • Apply insights from field studies and translate them into innovative interventions (Enjoy Your Day).
  • Examine future opportunities for innovation and creating best practices.

Learn More about Nebraska Medicine:

Nebraska Medicine and our research and education partner, the University of Nebraska Medical Center (UNMC), share the same mission: to lead the world in transforming lives to create a healthy future for all individuals and communities through premier educational programs, innovative research and extraordinary patient care. Our two hospitals, Nebraska Medical Center and Bellevue Medical Center have more than 800 licensed beds to deliver our promise of “Serious Medicine, Extraordinary Care.” Our more than 8,000 employees are honored to be part of the region’s leading academic health network.


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