Employees as Change Agents in Process Improvement

Catherine Johnson, Manager, Patient Relations
Phil Shaw, Director, Patient and Visitor Relations, Rush University Medical Center

How do your employees help you gain insight into improving the patient experience? When do you involve them in performance improvement projects? What role do employees play in accomplishing significant change? This session will explore the solution phase of performance improvement projects by involving front-line employees in the process. It will also demonstrate how managers can use this performance improvement tool for making changes that improve the patient experience.