Throughout the United States, hospitals are challenged to meet the needs of their patients as well as the overwhelming regulatory and accreditation standards, set forth by governing bodies and accrediting agencies. In this challenging new work environment, patients are often cared for by bedside caregivers who are overwhelmed by the pressure to meet all of the expectations of the patients in their care, in addition to the expectations of their employers. Many caregivers express that they feel overworked and believe they don’t have time to provide compassionate patient centered care. When caregivers feel they don’t have the time to fully care for their parents, burnout is sure to follow. In this webinar, leaders will learn how to provide collaborative and fun working environment, thus decreasing caregiver burnout and improving colleague engagement. The result? A compassionate team who create a patient experience that will exceed expectations and get you the patient satisfaction scores you desire. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2018.

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This webinar will provide approaches to writing patient-centered letters in response to grievances received. It will outline steps taken within Novant Health to improve letters and provide consistent grievance responses across all facilities. The changes made to letters are aligned with the guiding principles to have an apologetic and empathetic approach, and this presentation will provide practical ways to incorporate those approaches into letters. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2018.

Copper Ridge Surgery Center (CRSC) is the largest Ambulatory Surgery Center (ASC) in Michigan and one of the largest in the country. They serve between 85 and 115 patients a day with 11 different service lines: everything from cataracts to hand surgery to whole joint replacement. This webinar will discuss the timeline and learning process that CRSC experienced: from a culture with a vague understanding of patient experience to one that is patient-centered by design. Using the metaphor of a Formula One Pit Crew, the webinar will reveal the theories and stories that, working closely with "Champions" from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2018.

Our population is aging. It is critical to engage patients and their loved ones in meaningful dialogue at the earliest possible point in their care continuum. In this didactic and experiential webinar, participants will learn what defines end of life, become familiar with a care continuum, and discover the impact of conversations before the crisis. Learners will empathically explore their own wishes for end of life in order to appreciate and respect others’ cultures and end-of-life wishes. Attendees will participate in guided simulations designed to alleviate the fear and anxiety over having conversations with patients and families about grim diagnoses and the journey ahead. Normalizing the dying experience, supporting loved ones, and accommodating familial and cultural precedent through this process clears the way for both patient and caregiver to be present and participate fully in the end-of-life experience. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2018.

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The Resnick Neurospychiatric PFAC at UCLA created an educational lecture series where family members and patients presented personal experiences, issues and solutions to multiple departments throughout the hospital. This webinar will provide personal stories and educate the audience on specific issues that relate to mental health and provide clear takeaways for participants to use in their organization. Learn More>>

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Creating a Culture of Caring will describe Dr. Awdish's personal transformation from critical care physician to critically ill patient and describe how the events surrounding her near death changed her understanding of the culture of medicine and lead her to alter the course of her institution. Focusing on Physician communication training, onboarding practices for all employees, and a culture of caring, she will illuminate the path towards creating a more resilient culture for everyone involved in health care. Learn More>>

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*Headliner Webinars are complimentary webinars featuring prominent patient experience thought leaders on a variety of topics sharing proven practices and strategies to implement in your own organization. Space is limited. If the webinar reaches capacity, registrants will have an opportunity to join a waiting list and a webinar replay will be provided.

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Many healthcare organizations are grappling with the issues of employee engagement and resiliency along with efforts to improve the patient and family experience. Employee experience - particularly addressing the challenges and barriers staff face on a daily basis - is critical for any long term success. In 2016, NewYork-Presbyterian Hospital launched an effort to foster a "culture of respect" that addressed both how individuals and teams work together as well as took on some of the challenging "quality of life issues" that frustrate staff every day. The results have been promising – the improved metrics related to engagement, rising patient experience metrics along with a host of other benefits. This webinar will share what NewYork-Presbyterian Hospital learned and put in to practice. Learn More>>

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*This webinar is an encore presentation from the Patient Experience Conference 2018.

This webinar is sponsored by:

This webinar will walk you through the practical but effective step-by-step Physician Shadowing Process. The Physician Shadow Process serves as a primer on communication best practices, which generates quick results and individualized suggestions that can immediately be incorporated. The process also allows physicians to receive feedback and coaching on communication best practices that are individualized for each provider’s specific communication style. A format for sharing aggregated shadow results in a large-group Department Summary Meeting will also be shared. Learn More>>

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