Culture & Leadership

Using Levers to Deliver Consistently Exceptional Patient Experience

Patrick Herson MD, Senior Executive Medical Director, Fairview Medical Center
Nancy DeZellar Walsh RN, MS, Owner & Principal, DeZellar Walsh Consulting
Micah Benson, Senior Improvement Coach

TruthPoint Fairview Medical Group has been on a three year journey towards top decile patient experience results. Learn how they have leveraged provider compensation, practice redesign, staff engagement, core behavioral training, and embedded tools for near real time feedback as well as national benchmarked survey tools to improve patient care by improving the patient experience. This session will help participants understand a variety of levers available to multispecialty groups to improve performance related to patient experience and show how a compensation model was adjusted to emphasize patient satisfaction.