Getting Diagnostic with the Patient Experience
Published January 11, 2012
Julie O’Shaughnessy, Executive Healthcare Service Consultant, Avatar International, LLC
Improvement efforts for many hospitals focus solely on the elements in the HCAHPS survey. Likewise, physician offices are focusing on the CG-CAHPS survey content. A key aspect of improving the patient’s experience is to diagnose and address the items that drive the experience. This session will explore the “hidden” aspects that significantly influence the patient experience with a focus on fundamental strategies that Avatar partners are using to improve HCAHPS performance. A combination of evidence-based practices and case studies will be shared, with a special focus on accountability of implementation.
Related content
-
Culture & Leadership | Infrastructure & Governance | Staff & Provider Engagement
How Daily Huddles Launch Conversation to Drive Metric Improvement
Published January 9, 2024
Since 2015 Cone Health Medical Group has been intentional about creating a culture of service excellence. Watch this webinar to discover how we partnered with Ritz Carlton Leadership Center to implement some of their key components ensure we have communication traveling from our sites up to our leaders and from our leaders down to our
Learn more -
Infrastructure & Governance
Storytelling at board meetings: A case study of co-developing recommendations
Published April 27, 2023
In healthcare, stories shared by patients often provide details and insights into experiences of illness and care. Stories are a way to educate healthcare providers and others to improve care and systems to become more patient and family centred and to better meet patients’ needs and priorities. Telling stories may bring benefits to both storytellers
Learn more -
Infrastructure & Governance
Experience Framework Lens: Infrastructure and Governance
Published March 26, 2025
Experience Framework Lens: Infrastructure and Governance Effective experience efforts require both the right structures and processes by which to operate and communicate and the formal guidance in place to ensure sustained strategic focus. The Why: Patients should be involved in healthcare governance because their lived experiences and perspectives help create a more patient-centered system. P/F
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