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The Patient Experience Pyramid Workshop –an H-CAHPS Improvement Strategy
Are you unclear on where to even start to re-think the patient experience? We will take it from ‘hello’. A believer in mastering the first 3 seconds of any patient interaction, creator of The Patient Empathy Project and Patient Experience Conference 2012 keynote speaker, Colleen Sweeney will pick up where she left off last year in this fast paced, audience driven, workshop teaching a tool titled, The Patient Experience Pyramid Roadmap. Colleen is urging organizations to concentrate on delivering the new brand promise in healthcare- the always experience. The biggest and most prevalent challenge of any hospital or health system is the inconsistent delivery of care.
Utilizing the roadmap, you will learn to craft an experience, with the patient’s perspective in the forefront of mind, agreeing on behaviors and phrases that support the experience that we want to create. Mastering this tool will allow for the opportunity to standardize the delivery of care allowing patients, and the people who love them, to become raving fans of our organizations and more importantly for caregivers to reconnect with their own personal missions.
Participants will walk away from this session answering the most pressing question in healthcare…What business are you really in? Prepare to be changed.
Presenter:
Colleen Sweeney
Founder and Owner
Sweeney Healthcare Enterprises
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Leading Your Patient Experience
Strategy to the Next Level
This session will guide you in assessing your current patient experience effort and identifying the critical steps that will lead your strategy to the next level. The result: strengthened and sustained impact on HCAHPS scores, patient outcomes and employee and physician engagement. Participants will learn to critically evaluate existing plans and build a strong road map for continued success.
Highlights of the session will include lessons on how to:
- Engage in strategy mapping: Shaping your strategy, from past, to present and future
- Conduct effective program audits: Recognizing, acknowledging and addressing key accomplishments, barriers to success, employee and physician engagement, the impact, of current strategies, and your goals going forward
- Identify and evaluate strategic options: Achieving both breadth and depth and learning to overcome the five most common barriers to strategy implementation and sustainability
- Shape a refreshed or revised plan: Building a road map that best fits your strategy’s needs, developmental stage, and organizational objectives
Presenters:
Wendy Leebov
President
Leebov Golde Group
Jill Golde
Senior Vice President,
Client Experience
Leebov Golde Group
Dorothy Sisneros
Senior Vice President,
Client Experience
Leebov Golde Group
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