Kaizen for Improved Patient Satisfaction: The Experience of an Academic Cancer Center
Lynn Levandowski, Administrator, University of Rochester Medical Center, James P. Wilmot Cancer Center
Julie Berkhof, Nurse Practitioner, University of Rochester Medical Center, James P. Wilmot Cancer Center
This session shares the journey for a successful Kaizen where the objective was to improve the patient experience within the James P. Wilmont Cancer Center. The facility created an atmosphere of patient and family centered care by encouraging small day-to-day (yet continuous and never ending) process improvement involving everyone from managers to ancillary staff. Participants will learn to increase their patient satisfaction scores by taking a broad look at what the patients perceived as areas for improvements and implementing teams to work on those areas. Participants will also learn to establish and convey expectations to patients through improved communication practices.
Related content
-
Culture & Leadership | Infrastructure & GovernanceUsing Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture
To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with
Learn more -
Infrastructure & GovernanceService Recovery for All: The In-Patient Setting
Those working in healthcare have been experiencing the challenges associated with incivility of patients and family members. The workforce needs tools to effectively and confidently have conversations with upset individuals.
Learn more -
Infrastructure & GovernancePart of the team: Effecting change and sharing power in healthcare settings
In 2019, we, as a group of patients and researchers, were invited to rethink how the executive board received and responded to patient stories at a specific NHS hospital trust in the UK. Through an iterative series of meetings, we were able to co-identify common concerns and together develop a distinctive narrative framework for effecting
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
Kaizen for Improved Patient Satisfaction: The Experience of an Academic Cancer Center
$49.00
PURCHASE NOW