Using Narrative to Illuminate and Improve Experience

Watch this webinar for an interactive discussion through a series of five mini-case studies to illustrate the power of narrative.

The case studies will focus on:
(1) using an innovative digital tool to collect patient-generated contextual information and embedding at-a-glance summaries of patient narratives in the EHR
(2) mining open-ended comments in experience surveys, with attention to current developments within the CAHPS consortium
(3) interviewing employees at one of the nation’s leading hospitals about their own patient experience at that hospital and using the narratives to motivate change
(4) using videos recorded directly by patients to spark discussions that catalyze culture change in busy hospitals and health systems
(5) offering appreciative inquiry exercises to clinicians and publishing their work so colleagues could learn from their experience

Stoeckle Center MGH Patient Experience Interview Guide

Speakers:
Susan Edgman-Levitan, PA | Executive Director, John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital
Gregory Makoul, PhD, MS | Chief Transformation Officer, NRC Health

Non-members can purchase webinars at a cost of $49 each.