Called to Serve: From Hospitality to Hospital
Paul Westbrook, VP of Patient Experience, Inova Health System
“Called to Serve” is the story of the patient experience improvement and cultural transformation at a Northern Virginian health system of 5 hospitals and 30 outpatient clinics. In this presentation, Paul will describe how his team inspired staff, executives and providers with hospitality principles learned from Paul’s 27 years of executive leadership with Ritz Carlton and Marriott International. Advocating that a “Concierge” spirit of hospitality and exceptional service should be extended to every patient at every moment, learn how Paul led Inova Health System in examining the call to service through each of five work streams. See the way his organization collaborated in a three-year transformation that resulted in higher HCAHPS scores, more engaged employees and better clinical and operational outcomes.
Related content
-
Infrastructure & Governance | Staff & Provider EngagementFrom the Primary Care Frontline: How to Establish a Practical Patient Experience Program
Hear how Tandigm Health in Philadelphia strategized, set-up, rolled out and managed a provider and patient experience program in its earliest phases – moving from awareness building to metrics/compensation and accountability.
Learn more -
Infrastructure & Governance | Staff & Provider EngagementIs There a Doctor in the House? The Benefits of Partnering a Physician with Patient Advocacy
Wondering how to take your Patient Advocacy team to the next level? This webinar will walk through the advantages of having a physician champion working closely with your advocacy team. We will cover physician engagement, clinical oversight, quality review, and key concepts that make for a successful physician partnership. Presenters will share their journey of
Learn more -
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
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