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
Purposeful Leadership Rounding
In this webinar, nurse leaders Jane Pena and Eric Moore will share learnings and insights from their Purposeful Rounding Program, with a special emphasis on leadership rounding.
Learn more -
Culture & Leadership | Environment & Hospitality | Staff & Provider Engagement
Unexpected Healers Create Moments that Matter for Patients and Families
As healthcare healers, we touch many lives. Many of our patients and their families are thankful for this and reach out to share gratitude in many ways. They send notes, fill out focused recognition cards, respond to mailed surveys or utilize our Sutter Health new online feedback form. Often in healthcare we think of our
Learn more -
Culture & Leadership | Staff & Provider Engagement
Storytelling and its Practical Influence
Storytelling is a connection tool that has the tendency to influence and captivate an audience when done correctly. The power of a single story can also inspire and trigger the emotional (right brain) to react a certain way and/or bring sense and logic to a moment. This can ignite the left side of our brain
Learn more