Using Unsolicited Patient Complaints to Improve Patient Outcomes and Organizational Culture

To meet regulatory and accreditation requirements hospitals and health systems have policies and processes in place to respond to patient complaints and grievances. Watch this webinar to learn how Marshfield Clinic Health System implemented processes to maximize complaint capture, provide service recovery, and produce meaningful outcomes for their patients and the organization. The partnership with the Vanderbilt Center for Patient and Professional Advocacy is a key element in advancing from meeting regulatory requirements to improving patient outcomes through managing complaints and promoting a culture of quality, safety, and reliability.
Learning Objectives
⋅ Identify key actions to enhance a culture that values patient complaints as an opportunity for learning and service recovery.
⋅ List workflows that support reliable patient complaint follow-up by engaging with multiple disciplines and leadership teams.
⋅ Summarize the required essential elements that organizations need to improve clinical outcomes for patients and reduce organizational risk through complaint management.
Speakers:
Cynthia Baldwin, MS, RN, CPHRM | Senior Associate, Department of Pediatrics and School of Nursing, Vanderbilt-Center for Patient and Professional Advocacy
Nancy Stueland, M.S.Ed., CPXP | Director of Patient Experience, Marshfield Clinic Health System
Non-members can purchase webinars at a cost of $49 each.
Related content
-
Culture & Leadership | Innovation & Technology | Staff & Provider Engagement
Human-Centered Leader Rounding: Using Generational Insights and Personalization
Explore how healthcare leaders can design and adapt their rounding processes to cater to different patient and employee generations, combining generational data with a personalized approach that is specific to the individual. The discussion will focus on personalized care, communication preferences, and bridging generational gaps in expectations through a human-centric approach that prioritizes empathy and
Learn more -
Environment & Hospitality | Infrastructure & Governance
But We’ve Always Done It That Way: Using SWOT to Enhance Your Volunteer Program
2pm ET / 1pm CT / 12pm MT / 11am PT – It’s easy to fall into a routine in Volunteer Services. But what if you could get FREE help to elevate your program and team? Learn how to conduct an effective SWOT analysis and gain valuable insight to help keep you at the top
Learn more -
Culture & Leadership | Staff & Provider Engagement
Shaping a Human-Centered Patient Experience Across Interdisciplinary Teams
Patient experience directly impacts patient wellbeing and care outcomes, as well as the reputation of the hospital. But is the patient experience defined by the medical care alone? A recent deep-dive study on Voice of the Patient Data highlights the fact that 53% of patients’ feedback focuses on the medical care and teams. The study
Learn more