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Webinar - Change is Good, Let Us Show You Why!
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In this presentation, participants will learn ways to identify a service issue; how to identify people needed to improve a service issue process; ways to utilize clinical and non-clinical employees to have a team effort approach to improve processes in the hospital and ways to improve the patient and family experience.

When: January 9, 2014
2:00 pm ET

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Change is Good, Let Us Show You Why!
Presented by Pam Duke, Supervisor Patient Experience and Candi Kles, CICU Unit Manager, Athens Regional Medical Center

January 9, 2014 2:00-3:00 PM ET


Athens Regional Medical Center formed a committee to discuss how to improve the experience for patients having open-heart surgery. The committee had three goals: 1) to create a standardized process for educating and communicating to patients and family; 2) to decrease the patient's and family's anxiety and 3) to improve the overall patient and family experience with a focus on key areas that are affected by HCAHPS scores. In this presentation, participants will hear how Athens Regional Medical Center identified a service issue; gathered the right people from both a clinical and nonclinical background to be involved in the improvement effort and how this effort resulted in achieving their three goals.

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