Service Recovery for All: The Out-Patient Setting
Elizabeth Begley, System Director Customer and Patient Relations, Hartford Healthcare
Robert Rahal, Patient Experience Officer, VA Central California Healthcare System
Poppy Szekeres, Director, Patient & Provider Advocacy, Ochsner Health
Abbey Weintraub, Patient and Family Advocate, Emory Healthcare Physicians Group Practice
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. While the core skills needed are the same in any healthcare setting, there are also specific issues unique to an in-patient or out-patient setting.
Related content
-
Infrastructure & GovernanceStrategic Psychological Behaviors to Enhance Patient Experience
Learn how transform healthcare by infusing human-centered design and evidence-based methods into operations with strategic and consistent psychological behaviors to enhance patient and employee expectation, perception and experience.
Learn more -
Culture & Leadership | Infrastructure & Governance | Staff & Provider EngagementOwnership at the Frontline: Innovating an Experience Champions Program
Many patient experience teams are small, and it’s hard to do it all. Having an “Experience Champs” program allows us to have multiple hands with one voice influencing all locations. Experience Champs are made up of frontline staff members who are chosen by their leaders as passionate role models. During the last five years, the
Learn more -
Infrastructure & GovernanceThe Role of Revenue Cycle in Elevating the Human Experience in Healthcare
This paper, published in collaboration with Healthcare Financial Management Association, explores how revenue cycle plays an integral role in a person’s experience well before and after a clinical engagement.
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