Staff & Provider Engagement

Empowering Managers & Leaders with the Educational and Assessment Tools to Improve the Patient Experience

Presented by Doug Finefrock, DO, Vice-Chair of ED, Program Director of EM Residency
Kelly Briggs, Administrative Director of Service Excellence, Hackensack University Medical Center

This session will discuss the successful outcomes of the results at Hackensack UMC in an effort to empower managers with employee educational and assessment tools. They will include the result of a program that demonstrated a 100% improvement in Emergency Department provider Press Ganey scores. The initial pilot program targeted the lowest performers defined as less than 40% in scores that were arguable the most difficult to change. The program includes an innovative bedside observational evaluation tool that gives managers and department leaders objective measures that are used in employee-specific action plans for improvement in their patient’s experience.