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 | Environment & Hospitality | Infrastructure & Governance | Patient Family & Community Engagement | Policy & Measurement | Quality & Clinical Excellence | Staff & Provider EngagementA Commitment to Human Experience in Essential Hospitals
A Commitment to Human Experience in Essential Hospitals highlights the innovative practices of essential hospitals in enhancing the human experience in healthcare. These safety-net hospitals are crucial for providing care to underserved and marginalized communities, addressing complex medical needs and significant socio-economic challenges. Despite facing financial constraints and staff shortages, essential hospitals excel in creating
Learn more -
Infrastructure & Governance | Policy & MeasurementA Global Perspective on Experience Excellence: Examples from Around the World
Join Vita Steina to learn more about her Fellow in Human Experience (FHX) project to explore and gather a collection of leading practices driving experience excellence globally. Vita’s project provided a comprehensive look at how organizations around the world are working to advance their experience work in a variety of critical ways. This collection of
Learn more -
Infrastructure & GovernanceRadiology Bundle: Collaborative Approach to Designing an Experience
Learn how patient experience aligns with process improvement to increase patient experience awareness in front line team members, provides meaningful data to team leaders and creates clarity and a baseline understanding of what matters most.
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