Sustaining Your Patient Experience Efforts in the Ambulatory Care Setting

Steve Bergeson, MD, Medical Director for Care Improvement, Allina Health
Janet Wied, Director Patient Experience, Allina Health

Patient Experience at Allina Health Clinics: Allina Health Clinics began a focused improvement initiative to improve the Patient Experience across their 65 clinics in 2012. These efforts were proving to be successful in improving patient experience with demonstrated outcomes. Following this success, the organization experienced tremendous change in leadership and direction. During this webinar you will hear how Allina sustained their efforts and 3 years later, continues to improve in spite of this organizational change. Learning Objectives: Identify specific strategies to sustain patient experience improvement in the face of change. (Care Team Redesign, Pioneer ACO, etc.) Outline the steps Allina Health used to leverage videos in demonstrating key behaviors Describe the role of improvement plans and recognition strategies in sustaining engagement List successful methods to involve specialists in your patient experience efforts