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. Learn More>>

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

A patient’s desire to stay informed and maintain a sense of control during a hospital stay is well recognized and understood to impact satisfaction and clinical outcomes. Whiteboards are a ubiquitous communication tool in patient rooms, but they have several known shortcomings. Texas Health Resources, one of the largest faith-based, nonprofit health systems in the United States, identified whiteboards as an opportunity to improve. A new EMR-integrated Digital Whiteboard solution was implemented as part of an initiative to improve patient, family and staff communications.

Join us to learn more about Texas Health Resources’ experience and the outcomes they are seeing post-implementation. This webinar will feature a discussion among key Patient Experience and IT stakeholders involved with the project. A review of the study conducted with SONIFI Health, including comparative pre- and post-implementation outcomes, will be provided along with ‘lessons learned’ for others interested in launching a successful Digital Whiteboard implementation. Learn More>>

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*This sponsored webinar is complimentary. 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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Service Week celebration is a highly coveted program designed to bolster engagement and recognize teammates and providers who strive for excellence consistently. Service Week consists of a week-long celebration but our two biggest events are: Service Hero Recognition Luncheon - teammates and providers get recognized and honored by way of a formal nomination process with specific criteria, and are deemed a Service Hero and Engagement Best Practice Forum Sharing - a best practice forum designed to showcase specific engagement or recognition tactics. The forum features different initiatives throughout our Service Week activities. Since its inception in 2012, over 389 teammates and providers have been given the honor of being a 'Service Hero'. This webinar will share many toolkits that Emory Healthcare has developed to keep caregivers engaged and show them how much they're valued. Learn More>>

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

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For patient experience data to serve as a foundation for improvement, healthcare staff must trust the data. By candidly addressing questions of bias, reliability, validity and accuracy, health systems can build their capacity for improvement and empower patient experience champions to translate data into action. Methodist Health System has committed itself to establishing data management and use practices that eliminate data questions from staff and leaders so that resources are devoted to innovative improvement efforts. This webinar will share how Methodist Health System leverages training sessions, meeting cadences, and dashboards to support staff and leaders in understanding their data and positively impacting their patients’ experiences. Learn More>>

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

This webinar is sponsored by:

Developing Resilience: Lessons from a Leader and a Patient
David Zaas, MD, MBA | President, Duke Raleigh Hospital 

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Burnout among healthcare workers is increasingly recognized and rising. Experience as a physician, health system leader, and a patient have created new insights into the need to solve this critical problem impacting our health delivery systems. 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.

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are continually evolving to measure and improve patient experience in the healthcare industry. Jan and Erin dedicate their time to understand existing programs, updates to current programs, and new developments to advance patient care. During this webcast, they will review key CAHPS programs including Outpatient/Ambulatory Surgery (OAS), the Accountable Care Organizations (ACOs) and Merit-based Incentive Payment System (MIPS), Hospice, Home Health (HH), and Hospital CAHPS (HCAHPS). They will review the HCAHPS Value-Based Purchasing (VBP) program and trends over the past few years. Jan and Erin will also review current industry dialogue including star ratings and new approaches to capture the voice of the patient. Learn More>>

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This webinar will cover what it means to prohibit discrimination based on race, age, sex, national origin and disability within healthcare. It will focus specifically on language access for LEP patients and guests, incorporating processes and policies for transgender patients, how to deal with service animals and emotional support animals and support for patients with disabilities. Practical approaches that can be implemented within any hospital or practice to ensure you're providing equal access to healthcare services for everyone. This includes policies to consider, aids and devices to have available, your language access plan and partnerships across the system that are important to success. Learn More>>

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

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StudentsCare was initiated to improve the hospital experience and promote positive coping for pediatric patients and their families. Through StudentsCare’s Hospital Buddy Program college students are trained and paired with long-term pediatric to offer consistent emotional support. The program aims to foster compassion and empathy among the college students in the program,-- the majority who are aspiring healthcare professionals. In the long-term, this impact could lead to better patient care. This webinar will review the Buddy Program model, selection and training methods, along with the positive effects the program is having on college students, and pediatric patients and families across the country. Learn More>>

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Like many hospital systems, Mission Health has been focused on patient experience in the inpatient setting. However, as they have grown to be the sixth largest healthcare system in North Carolina and expanded their reach to include over 120 family, pediatric, OB/GYN and specialty clinics, we have become acutely aware of the importance of the human experience across the continuum of care. As a result, we developed Mission Experience Best Practices. The purpose of this model is to facilitate culture change in our system and expand the focus of patient experience improvement to the ambulatory setting. In this webinar, we will share the process of developing, implementing and evaluating this model, including the significance of lessons learned. We will explain how we utilize this model to set expectations, establish consistency, maintain accountability and improve performance by disseminating leading practices to all ambulatory clinics. Learn More>>

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A hospital admission and discharge is a significant event in a person's life. Unfortunately, the transition home often involves patients trying to comprehend multiple pages of instructions while feeling exhausted, eager, and nervous. While these transitions remain a key challenge for hospitals, one organization has leveraged innovative technology to help enhance the process and improve patient outcomes. This organization, by recording components of a patient's discharge plan, provides a way for patients to re-listen to their clinical course in a digestible format. These audio instructions are sent out to patients via phone 24 hours after discharge and can be accessed for 30 days. During this webinar, the presenters will convey: challenges related to the discharge process, key strategies in implementing new technology into nurse's workflows, successes in engaging stakeholders, their PDSA iterations and positive results realized. Learn More>>

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

This webinar is sponsored by:

The complexity of pain treatment is often exacerbated by disparate goals and attitudes between patient and provider concerning the condition and treatment. To address this, the Cleveland Clinic’s Center for Excellence in Healthcare Communication created an experiential, skills-based course focused on enhancing relationship-centered communication to align agendas and expectations in these oftentimes challenging conversations.

In this webinar, Dr. Katie Neuendorf and Dr. Amy Windover will review the outcomes of the communication training courses. Among other things, attendees will learn what participants found most valuable about the course, how boundary setting became an important concept and why the skills of empathy and listening are vital in pain and pain management conversations. Learn More>>

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St. Jude Children's Research Hospital has spent nearly 18 months tackling the issue of wait times for the infusion clinic. This webinar will briefly share why we started this project then go in depth on the "how", including lessons learned. We'll start with a brief introduction, discuss the "why" and a brief review of the in-depth literature review that we completed. Then, we'll divide the webinar into two primary pieces: 1. how we decreased actually wait times and 2. how we improved the perception of wait times. We will conclude with a summary of our results and outcomes. Learn More>>

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

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. Learn More>>

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