Enhancing the Patient Experience through Shadow Coaching

Linda Sparks, Manager, Service Excellence, Dean Clinic
Betty Schwarz, Service Excellence Specialist, Dean Clinic
Heather Allen, Service Excellence Specialist, Dean Clinic

Dean Clinic developed a shadow coaching program built on best practices to enhance the patient experience and improve patient satisfaction scores. Our shadow coaches have performed over 500 shadows. The program continues to demonstrate its effectiveness in assisting providers and staff to improve the patient experience. Since the inception of the program, CG CAHPS patient satisfaction scores have risen quarterly. Participants will recognize the importance of the patient’s perception of their healthcare interactions and experience. By identifying lessons learned and pitfalls to avoid, participants can develop strategies to build and develop sustainable shadow coaching programs.