When the Patient is Always Right: Using Surveys for Service Recovery and PX Improvements

Marjorie Lavin, MHA, RN-BC | Director, Clinical Informatics, Lehigh Valley Health Network
Nadine Opstbaum, MBA | Director, Technology Division, Lehigh Valley Health Network

Moving the needle on patient satisfaction scores can feel overwhelming. But small steps can make a big difference. At Lehigh Valley Health Network, a patient survey function on interactive TVs has helped identify specific areas for improvement, implemented a real-time service recovery process and improved patient experience. Join us to learn why Lehigh Valley clinical, dietary, and environmental services teams all got on board with the patient survey project, what lessons the teams learned along the way, and how patient surveys fit into the organization’s priorities and goals (and why they should probably fit into yours, too).