Bridging the Diversity Canyon: Your next level of patient experience depends on it
For 16 years, the Agency for Healthcare Research and Quality (AHRQ) has reported on healthcare quality and disparities. The annual National Healthcare Quality and Disparities Report is mandated by Congress to provide a comprehensive overview of the quality of healthcare received by the general U.S. population and disparities in care experienced by different racial and socioeconomic groups. This case study proves that when the proper approach to highly effective communication and advocacy is implemented, there are positive outcomes that can significantly impact an organization’s performance around safe care, quality care, and patient centered care.
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Culture & Leadership | Infrastructure & Governance
Using Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture
To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with
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Culture & Leadership | Staff & Provider Engagement
Volunteers: The Key to Patient and Employee Satisfaction
In the turmoil created by the pandemic, volunteer services in healthcare was turned upside down, but this chaos also provided us the opportunity to recreate how volunteers are viewed throughout healthcare. Lehigh Valley Health Network has coordinated the efforts of volunteer services, patient experience and colleague engagement, resulting in an elevated perception of volunteers and
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