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.
Related content
-
Staff & Provider Engagement
Crisis Averted: Collaborative De-Escalation Strategies for Safer Healthcare Environments
Collaboration within healthcare organizations is crucial for effective care delivery and patient satisfaction, while also reducing workplace violence. Clinical staff must work alongside non-clinical teams to create a supportive network. These collaborations ensure a holistic approach to patient care, ensuring timely support when an individual is in crisis. This learning bite shares techniques for collaborative
Learn more -
Staff & Provider Engagement
Patient Experience Toolkit: A Resource for PX Departments of One
By Ashley Coplin Small rural hospitals have challenges in providing resources and training in a timely manner due to the nature of hospital work, limited financial resources, and staffing shortages. Additionally, the training must be able to accommodate shift changes and the diverse types of employees (full-time, part-time, PRN). Whitfield Regional Hospital’s Patient Experience Department
Learn more -
Culture & Leadership | Staff & Provider Engagement
Aligning Volunteer Programs with the Changing Landscape of Healthcare
Volunteerism in healthcare is an ever-changing landscape that requires assessment and realignment to ensure programs and needs within the health system remain relevant. In this session, participants will learn how to proactively participate in health system goals, the process for assessing and tracking their program efficacy, and how to align volunteer impact directly to the
Learn more