Improving the Patient Experience through Hospitalist and Nursing Engagement
Cathy Utne, Director of Patient and Guest Services, Fairview Southdale Hospital
Nancy Dezellar Walsh, Consultant, Dezellar Walsh Consulting
Fairview Southdale Hospital has developed a process to engage hospitalists and nursing staff on its medicine unit. The phases included design, training, measurement and reinforcement. This training included an overview of the current patient satisfaction results, the best practices, viewing of a short video of the demonstration of the behaviors, the measurement process and accountability plan. This process is now being replicated at the other hospitals in the system. It has demonstrated significant success in the specialty clinics where one site improved from 1st quartile to 4th quartile in the leading indicator in just four months’ time. Participants will gain knowledge in methods for improving HCAHPS, learn about rapid cycle measurement processes and implement sustainment strategies for ongoing success.
Related content
-
Culture & Leadership | Infrastructure & Governance | Staff & Provider EngagementHow Daily Huddles Launch Conversation to Drive Metric Improvement
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 -
Environment & Hospitality | Staff & Provider EngagementPatient Experience Coaching in Ambulatory Care
Sharing is caring. Read how Marshfield Clinic Health System improved patient experience in its medical offices through observation and coaching of care teams. Learn how Patient Experience Coaches, a novel concept in ambulatory care settings, followed the patient journey through their clinics and identified improvement areas that focus on retention and recruitment of ambulatory care
Learn more -
Quality & Clinical Excellence | Staff & Provider Engagement“Hear with Heart:” Escape Room Training in Patient Belongings
San Juan Medical Center shares a hands-on learning approach that allows caregivers to understand what matters most to patients in the moment and how to actively listen to patients’ needs. “Hear with Heart is an escape room training exercise for providers and staff that is part of the medical center’s “What Matters to You?” program.
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
Improving the Patient Experience through Hospitalist and Nursing Engagement
$49.00
PURCHASE NOW