2017 Roadmap to Achieving Excellence in the Patient Experience
Course Code Not offered for this course
Duration 1.5 Hours
Course Type Short Course
Classes Days One Day Class
Campus Class will be held online
Min Qualification Open to Healthcare Professionals
Course Time 12PM - 1:30PM (Central Standard Time, USA)
Patient experience is a driving force in a facility’s brand. It also greatly impacts the number of patients choosing to attend or return to a particular hospital. It is critical that each patient have the best experience possible, every time. In an age where savvy consumers have many choices for care and a vast amount of information at their fingertips every experience matters.
In this climate of informed consumers it is important that we understand what makes a patient experience excellent and how we achieve it. In order to improve our outcomes we must better understand how to quantify qualitative data. In this program, we will examine what is a patient’s criteria to achieve a positive experience, how we accurately measure patient experience and areas of improvement that might be missed.
With this webinar, you will gain insight and tactics to:
- Patient criteria for a “good” experience
- What does engaging with patients really mean?
- The role of social media plays in patient experience and hospital attendance
- Patient experience effect on healthcare facility’s brand
- Accurately measuring qualitative data
- CMS CAHPS surveys
- Differences between patient experience and patient satisfaction
- Impact of CMS typing payment to performance
- Preventing provider burnout
- Experience matters at every step of the process (ex. Registration, cafeteria, paying bills, etc.)
- Nurses as main driver of patient experience
- Areas where most problems occur
Greg Wahlstrom, MBA, HCM, President & Chief Executive Officer, The Healthcare Executive
Stacey Klinker, MBA, HCM, Consultant, The Healthcare Executive
Bonnie Perratto, FACHE, MSN, MBA,RN,NEA-BC, Senior Vice President & Chief Nursing Executive, BayHealth Medical Center
Jason M. King, MSN, RN, CENP, Vice President, Patient Care Services & Chief Nursing Officer, Indiana University Health Morgan
Dr. Susan Condie, DNP, Chief Nursing Officer, HomeHero, Inc.
The Healthcare Executive
BayHealth Medical Center
Indiana University Health Morgan
American College of Healthcare Executives – Mississippi Healthcare Executives
American College of Healthcare Executives – Healthcare Executive Forum, Inc.
American College of Healthcare Executives – Network of Overseas of Healthcare Executives
Continuing Education Credit:
Healthcare based programs are authorized to award 1.5 hours of Qualified Continuing Education Credit toward advancement or recertification in the American College of Healthcare Executives. Participants in this program who wish to have it considered for Qualified Education (non-ACHE) credit should list their attendance when they apply to the American College of Healthcare Executives for advancement or recertification.
**IMPORTANT: Make sure when you purchase through PayPal at checkout that you supply your email address; so, our team can email your Webinar Platform Login Instruction Details. You will receive dial-in instructions and a link to the webinar platform within 24 hours prior to the webinar event. We reserve the right to substitute program panelist. All sales are final and no refunds will be honored!**
Indiana University Health Morgan, Vice President, Patient Care Services & Chief Nursing Officer
Jason King, MSN, RN, CENP is a Vice President of Patient Care Services, Chief Nursing Officer (CNO) for IU Health Morgan. He has been in healthcare for 16 years where he led his team, who transformed IU Health Morgan from a community hospital to a Hospita...
The Healthcare Executive, Consultant
Stacey Klinker is a motivated early careerist with a background in human resources. She is currently a Healthcare Executive Consultant at The Healthcare Executive and President of the Board for the Bondurant Community Library. She is a volunteer on the Aw...
Bayhealth Medical Center, Senior Vice President for Patient Care Services, Chief Nurse Executive
Bonnie Perratto has served as the Senior Vice President for Patient Care Services/Chief Nurse Executive for Bayhealth Medical Center in Dover, Delaware since December 2006. She is responsible for the organization, coordination, administration and operatio...
HomeHero, Inc , Chief Nursing Officer
Dr. Susan Condie is an award winning nurse educator and administrator with greater than 20 years of diverse nursing experience. Dr. Condie’s work on fostering civility in the nursing workplace has brought national attention to the controversial issues o...
The Healthcare Executive, President & Chief Executive Officer
Greg Wahlstrom is a result-oriented, accomplished healthcare executive with 18+ years broad background in business, healthcare, and human services and extensive operational and administrative expertise. Mr. Wahlstrom has significant experience in single a...