The HCAHPS Imperative for Patient-Centered Care

Through this practical, hands-on learning event, discover how to make a lasting impact on your organization’s HCAHPS scores to improve the quality of the patient experience from door to home care. By sharing best practices in HCAHPS communications, education and results sharing and providing a framework for matching data performance to evidence-based tools and tactics, the session will help you walk away with an action plan tailored to your organization. Participants also receive access to Baptist Leadership Group’s Rapid HCAHPS Diagnostic tool and a copy of their latest book, The HCAHPS Imperative for Patient-Centered Excellence.

Presenters:

Beverly Begovich
PracticeLeader
Baptist Leadership Group

Katie Owens
Practice Leader
Baptist Leadership Group

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Sensemaking - Engaging Others in the Patient/Family Experience

This sessions shares evidenced-based, integrated and effective approaches to help your organization make sense of patient- and family-centered care environments that offer excellent patient experience linking to safety, quality, and financial vitality. Participants will learn about and share tools they can apply at their site to successfully engage others in this vital work. Practical examples of best practices that get results will be identified and discussed.

Barbara Balik is lead author of the 2011 Institute for Healthcare Improvement (IHI) Paper Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. The paper identifies the primary and secondary drivers of exceptional patient and family inpatient hospital experience as measured by the HCAHPS survey’s "overall rating of hospital”.

Presenters:

Barbara Balik
RN, EdD, Principal
Common Fire Healthcare Consulting

Senior Faculty
Institute of Healthcare Improvement

Nancy DeZellar Walsh
RN, MS, Principal
DeZellar Walsh Consulting

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