Service Recovery for All: The Out-Patient Setting
Elizabeth Begley, System Director Customer and Patient Relations, Hartford Healthcare
Robert Rahal, Patient Experience Officer, VA Central California Healthcare System
Poppy Szekeres, Director, Patient & Provider Advocacy, Ochsner Health
Abbey Weintraub, Patient and Family Advocate, Emory Healthcare Physicians Group Practice
Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals. While the core skills needed are the same in any healthcare setting, there are also specific issues unique to an in-patient or out-patient setting.
Related content
-
Environment & Hospitality | Infrastructure & GovernanceBut We’ve Always Done It That Way: Using SWOT to Enhance Your Volunteer Program
It’s easy to fall into a routine in Volunteer Services. But what if you could get free help to elevate your program and team? Learn how to conduct an effective SWOT analysis and gain valuable insight to help keep you at the top of your game. Alex Seblatnigg, CAVS, CPXP | Director of Volunteer Services
Learn more -
Infrastructure & GovernanceThe Role of Revenue Cycle in Elevating the Human Experience in Healthcare
This paper, published in collaboration with Healthcare Financial Management Association, explores how revenue cycle plays an integral role in a person’s experience well before and after a clinical engagement.
Learn more -
Culture & Leadership | Infrastructure & Governance | Innovation & TechnologyED Processes & Improvements: Implementation Best Practices & Outcomes
In this webinar, an Associate Chief Experience Officer, a Program Director, an Analyst, and a consultant will present what they did to improve patient experience outcomes across seven hospitals’ emergency departments which resulted in improved HCAHPS scores in all seven hospitals. The strategic, systemwide process improvements are based on analyses provided through Epic tools and
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events