The “Why” Behind Empowering Leaders and Staff

Patient Experience has become such a data driven field that as a health system we realized we were losing the fundamentals of what Patient Experience should be about. Over the past 2 years, as a patient experience team, we have changed our coaching and training efforts to be based upon the “Why” instead of the “How.” Through this shift in mindset, we have seen a transformation in patient experience scores by empowering leaders to take ownership of the positive benefits of utilizing patient experience best practices for their own personal practices while also taking into account what is best for the patient.
Learning Objectives
• Identify ways to coach and train staff to understand the “Why” behind utilizing patient experience best practices.
• Integrate the “why” into currently existing patient experience trainings.
• Prioritize staff engagement and understanding into the education surrounding patient experience best practices, providing real-time coaching when possible.
Speakers:
Nicole Henson, MHA, CPXP | Clinical Patient Experience Coach, Methodist Health System
Stephanie Wells, MSN, RN, CENP, CPXP | Director of Patient Experience, Methodist Health System
Non-members can purchase webinars at a cost of $49 each.
Related content
-
Culture & Leadership
Leading in Turbulent Times: Why Experience is Essential to Healthcare’s Future
Healthcare systems around the world and throughout our community are being buffeted from all sides, with higher acuity patients, a vulnerable and stressed workforce, unsure finances and support structures, and even challenges to long-held medical truths. For as much as we traversed a once in a lifetime moment through the pandemic years, the residual effects
Learn more -
Staff & Provider Engagement
From Forgotten to Heard: Improving Patient Care in Overcrowded EDs
After a difficult ED stay, patient advisor Joe helped drive improvements at Tampa General Hospital. With input from PFAC and the Inpatient Hold Steering Committee, changes like comfort kits and 24-hour rounding transformed hallway care. On his next visit, Joe felt heard and cared for.
Learn more -
Patient Family & Community Engagement | Staff & Provider Engagement
Building Cognitive-Based Compassion into Service Recovery Training
2pm ET / 1pm CT / 12pm MT / 11am PT – Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This
Learn more