Remediation Strategies to Reduce Shame and Stratify Support for Providers in Patient Experience

This webinar will review evidence regarding remediation of communication skills in healthcare providers, shame in healthcare, and how the two intersect. The experience at our institution includes two pilot programs designed for providers and entire clinics with suboptimal patient experience scores. We will present stepwise strategies, lessons learned, and qualitative and quantitative data that are driving our next steps in augmenting resources and engagement of providers with bottom decile performance.
Speakers
-Laura Kirk, MSPAS, PA-C, CPXP, DFAAPA, FACH | Assistant Director, Ambulatory Services | UT Southwestern Medical Center
-Haley Kosker, MBA, CPXP | Manager, Patient Experience Data Analytics | UT Southwestern Medical Center
Learning Objectives
-Explore stepwise strategies, lessons learned, and mixed methods data to prioritize resources for engagement of providers with bottom decile patient experience performance.
-Quantify the prevalence of shame within healthcare and reflect on how this impacts healthcare providers’ perspectives toward patient experience resources and training.
-Consider strategies to effectively build trust and mitigate shame when engaging in patient experience remediation and/or coaching for healthcare providers.
*This webinar is an encore presentation from ELEVATE PX 2024.
Non-members can purchase webinars at a cost of $49 each.
Related content
-
Quality & Clinical Excellence
Walk With Me: From Wayfinding to Wellness
By Rebecca Cooper-Piela, MS, APRN-BC, CHCQM The experience of COVID and multiple system changes brought significant transformations to healthcare, and our health system was no exception. We faced several challenges, including financial pressures, staff issues, and a high reliance on a travel-based workforce. I am proud to say that our teams have worked tirelessly on
Learn more -
Staff & Provider Engagement
Prioritizing Experience: Four Considerations for Healthcare Transformation
In this learning bite, Ashley Nelson shares a compelling call to action for healthcare leaders and teams to embed human experience at the core of their work. With practical insights grounded in compassion, purpose, and co-design, Nelson outlines how experience isn’t an extra task—but the essence of how we care, lead, and connect in healthcare
Learn more -
Culture & Leadership
PX Champions: Improving our Impact by Broadening our Reach
How can we ingrain patient experience into our organization’s culture? This is the question our team pondered as we developed the 2024 strategy for our medical group. At that time, patient experience (PX) was something teams focused on, but mostly when scores were low. It was our goal for PX to be a foundation from
Learn more