Pedal to the Metal: How to Improve Patient Experience in 60 Days

Aamer Ahmed MBA, Director of Patient Experience, Froedtert & The Medical College of Wisconsin
Ann Krug, Patient Experience Coordinator, Froedtert & The Medical College of Wisconsin
Jill Schuetz, Patient Experience Coordinator, Froedtert & The Medical College of Wisconsin

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.