Mission Control: Driving Patient Satisfaction

Greg Berney, Senior Manager of Patient Experience, Cone Health
Chaise Camp, Senior Manager of Patient Experience, Cone Health

Participants of this presentation will learn about Mission Control, a performance improvement initiative that develops innovative solutions to persistent frustrations experienced by patients and caregivers through a goal-oriented, creative, and carefully planned approach that provides focus and speed. Initially instituted in one Emergency Department at Cone Health, Mission Control led to seven consecutive months of improvement in Patient Perception of Care results and a significant increase in employee engagement for that department. Attendees will grasp how to employ components of Design Thinking as they ‘get into the space’ of their employees to determine where work should begin, as well as hear about potential breakdowns to avoid as they employ Mission Control in their own organization.