ONE Experience: A System Approach to Keeping Patients First Always

Connie Bonebrake, Chief Patient Experience Officer
Patrick Ratchford, Vice President, Patient Experience, Carolinas HealthCare System

Featured in the July 2014 “On the Road” column, Carolinas HealthCare System is a large, not for profit system located in Charlotte, North Carolina. With over 950 care locations and 11 million patient encounters annually, they work to ensure an experience that “includes, informs and inspires” across all points of the continuum of care. In this session, you’ll be introduced to the ONE Experience model and how it keeps Patients First, Always. We’ll spotlight four key tactics that enhance the patient experience in care locations from inpatient to ambulatory and pediatrics to long term care.