Improving the Patient Experience
Best Practices for Improving Patient / Family Satisfaction and HCAHPS Scores
How to see healthcare through the patient’s eyes
Clinical outcomes have always been the most important measure of patient satisfaction. In today’s healthcare business environment, payers, patients and healthcare leadership demand a more holistic view of patient engagement.
Most healthcare providers try to provide a high-quality patient experience. The definition of high quality has been expanded to include greater emphasis on wait times, communication, the environment and more. This change necessitates both a problem-solving approach to close short-term gaps and cultural changes to ensure the sustainability of higher patient satisfaction scores. This course will challenge you to rethink patient interactions and how to implement measurable improvements to patient satisfaction.
This seminar will provide you with tools and skills to:
- Understand the journey from the patient’s perspective
- Rethink patient interactions
- Identify process or technology changes that will really matter to patients and their families
- Educate staff about patient “moments of truth”
- Implement measurable improvements to patient satisfaction
- Develop patient loyalty and an enhanced reputation
- Clarify the business imperative of non-clinical patient satisfaction
- Be prepared to compete with other providers
- Identify and eliminate the root cause of current patient satisfaction issues
- Redefine the patient engagement model
- Apply new model to establish new, patient-focused norms
Seminar Outline:
- The Expanding Definition of Patient Satisfaction
- Clinical outcomes versus HCAHPS
- Value-based purchasing
- Competition
- Define and Understand Patient Expectations
- Who is the patient?
- What other stakeholders (e.g. family) must we satisfy?
- When does the experience begin?
- Tools to define the expectations
- Tools to evaluate and prioritize the need
- Map the Patient Experience
- Reaffirm the experience boundaries
- Map the experience
- Tools to enhance the patient experience map
- Align the expectations to the experience
- Identify experience disconnects
- Evaluate and Close the Gaps
- Prioritize the gaps
- Determine root causes (Communication, Process, Policy, Behavior)
- Generate solutions to close the gaps
- Implement Solutions
- Addressing organization culture issues
- Leadership and governance
Credits: 14 CPE / ABPMP
Who should attend:
Typical attendees from hospitals, medical centers, long term care, rehab / nursing facilities, mid to large size practices include:
- VP or Director of Operations
- VP, Patient Services or Chief Patient Experience Officer Administrator
- Director of Nursing or Chief Nursing Officer
- Director of Revenue Cycle
- VP of Strategy or Marketing
- Chief HR Officer or Director of Organizational Development
- VP or Director of Quality
- Chief Information Officer
- Leader or member of a patient experience team
2023 Calendar Year
Date(s): Call for Corporate Dates
Location: Online (virtual / in-person)
Time: TBD
Catalogue #: CE-HCARE 2077
Class #: TBD
Cost: Corporate Rates
Learning Path
Performance Improvement in Healthcare Certificate | Fall 2022 – Spring 2023
This course is part of the Performance Improvement in Healthcare Series Certificate Program. Save 15% if you register and pay, in advance, for all four classes. See “Performance Improvement in Healthcare Certificate Series”.
Professional Development Hours awarded by the Association of Business Process Management Professionals, International / ABPMP
For BPM courses, contact:
Jim Irvine, Director, Corporate and Continuing Professional Education
914-606-6658
james.irvine@sunywcc.edu