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Culture & Leadership
Investing in the Bottom Line: The Value Case for Improving Human Experience in Healthcare
Investment in human experience is imperative for healthcare organizations. It is a strategic focus that can lead to great benefits. Those that overlook experience, seeing it as “simply” about satisfaction or survey data, do so at great cost to their organization, team members, and most importantly those we serve – patients. A commitment to human
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Culture & Leadership | Staff & Provider Engagement
Heartfelt and Healing: Mastering the Art of an Apology in Human Experience
2pm ET / 1pm CT / 12pm MT / 11am PT – In this webinar, participants will explore the expertly designed service recovery process developed by the Patient Experience team at Allegheny Health Network, a 10-hospital system in Western Pennsylvania. Attendees will learn how to enhance their current service recovery techniques through a collaborative, system-wide
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Culture & Leadership | Staff & Provider Engagement
Enhancing Patient Experience: A Night Shift ER Doctor’s Passion Project
Dr. Donald Wickline of Cone Health, drawing from his experience as a night shift emergency room physician, explores the art and science of communication from a staff/provider engagement perspective. He highlights Cone Health’s C.U.R.O. communication model as a crucial framework for navigating sensitive and critical conversations with patients. This model provides physicians, including Dr. Wickline,
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