2013 Webinars
June 25, 2-3 PM ET
Enhancing the Patient Experience through Shadow Coaching*
Presented by Linda Sparks, Manager, Patient Relations, Betty Schwarz, Service Excellence Specialist, and Heather Allen, Service Excellence Specialist, Dean Clinic
Dean Clinic developed a shadow coaching program built on best practices to enhance the patient experience and improve patient satisfaction scores. Our shadow coaches have performed over 500 shadows. The program continues to demonstrate its effectiveness in assisting providers and staff to improve the patient experience. Since the inception of the program, CG CAHPS patient satisfaction scores have risen quarterly. Participants will recognize the importance of the patient’s perception of their healthcare interactions and experience. By identifying lessons learned and pitfalls to avoid, participants can develop strategies to build and develop sustainable shadow coaching programs.Included with membership; $99 for guests.
>Register Now (Members click here for faster registration.)
July 11, 2-3 PM ET
The Magic of Engagement: Inspired Leadership at All Levels*
Presented by Brian Lee, Chief Executive Office, Custom Learning Systems
This presentation explains how to unleash the power of enthusiastic, empowered frontline staff and to successfully recruit and engage your staff. Brian will show you how to overcome previous concerns they may have about disconnected higher-ups. You will learn to design and implement the single most powerful best practice that will motivate employees to go the extra mile, especially in dealing with customer/patient problems and complaints. The creation of your own customized Service Excellence Train- the- Trainer program to empower your Frontline Leaders to teach and motivate their peers will be explained. Finally, you will achieve a tipping point to gain buy-in and ownership from a critical mass of leaders and engage, empower and transform everyone to deliver loving compassionate service. Participants will learn to inspire, motivate and persuade frontline staff to shift their focus from managing to leading.Included with membership; $99 for guests. >Register Now(Members click here for faster registration.)
July 25, 2-3 PM ET
Optimizing the Patient Experience: Music and Nature at the Bedside*
Presented by Susan Mazer, President/CEO, Healing HealthCare Systems, Inc.
While providing a healing environment is a tenet of patient care, there are compelling reasons for accounting for what patients see and hear while confined during hospitalization. This presentation provides the theory, research, outcomes and actionable steps to adding music and nature as a means of not only improving the patient experience but, equally important, reducing stress, minimizing delirium, minimizing the negative impact of unavoidable noise, improving restfulness and sleep and improving both staff and patient satisfaction. Participants will be able to identify benefits of distraction therapy, understand characteristics of natural and unnatural environments and utilize the benefits of music as a means of reducing noise perception. Included with membership; $99 for guests. >Register Now (Members click here for faster registration.)
August 7, 2-3 PM ET
Improving Physician Communication with Patients: Four Habits for Success*
Presented by Adrienne Boissy, Experience Officer, Neurological Institute, Cleveland Clinic Foundation and Calvin Chou, Professor of Medicine, Academy Chair for the Scholarship of Teaching and Learning, UCSF, VA Medical Center SF, American Academy on Communication in Healthcare
As medical centers take steps to improve patient care experiences they are still challenged to convince physicians of the importance of patient experiences. The Cleveland Clinic and the American Academy on Communication in Healthcare have developed a communication skills program based on the Four Habits model that will improve skills that address enhanced patient experience, improved physician well-being and improved quality of care. After presenting this program to over 200 physicians, we have seen that participants value this training and individual patient experience scores for participants have increased. We will present the educational rationale for the training, describe perspectives and experiences of physician trainees and offer suggestions for achieving physician buy-in and establishing communication skills programs for physicians.Included with membership; $99 for guests. >Register Now (Members click here for faster registration.)
August 20, 2-3 PM ET
Driving System Change through a Patient and Family Advisory Council*
Presented by Esther Green, Provincial Head, Nursing and Psychosocial Oncology and Joanne MacPhail, Co-chair, Patient and Family Advisory Council, Cancer Care Ontario
Cancer diagnosis is a life-changing journey for patients - involving family, friends, healthcare professionals and ultimately the entire cancer system. To support the cancer patient journey, the creation of a Patient and Family Advisory Council (PFAC) within Cancer Care Ontario (CCO) has ensured a consistent and standardized approach for all divisions/programs involved in patient engagement. The mandate of the PFAC is to provide advice and recommendations, at a provincial level, on proposed strategies to: promote a patient-centered approach to the planning and delivery of cancer services. Participants will learn to develop and refine a toolkit for adoption by organizations interested in engaging patients.Included with membership; $99 for guests. >Register Now (Members click here for faster registration.)
September 5, 2-3 PM ET
Improving the Patient Experience through Hospitalist and Nursing Engagement*
Presented by Cathy Utne, Director of Patient and Guest Services, Fairview Southdale Hospital and Nancy Dezellar Walsh, Consultant, Dezellar Walsh Consulting
Fairview Southdale Hospital has developed a process to engage hospitalists and nursing staff on its medicine unit. The phases included design, training, measurement and reinforcement. This training included an overview of the current patient satisfaction results, the best practices, viewing of a short video of the demonstration of the behaviors, the measurement process and accountability plan. This process is now being replicated at the other hospitals in the system. It has demonstrated significant success in the specialty clinics where one site improved from 1st quartile to 4th quartile in the leading indicator in just four months’ time. Participants will gain knowledge in methods for improving HCAHPS, learn about rapid cycle measurement processes and implement sustainment strategies for ongoing success. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.)
September 24, 2-3 PM ET
Patient Navigation: A Program to Enhance the Patient Experience and Impact the Bottom Line*
Presented by Carol Santalucia, Vice President, CHAMPS Patient Experience
This presentation will focus on the growing field of patient navigation and the critical impact on healthcare organizations. The impact to the patient experience will be explored, as well as a demonstration of the positive ROI. The presentation will also outline how navigation fulfills the new Commission on Cancer’s standards. The value of patient navigation to provider organizations, payer organizations and to the community will be demonstrated. By the end, the participants will understand the history of patient navigation, including its origin and components.Included with membership; $99 for guests. > Register Now(Members click here for faster registration.)
October 8, 2-3 PM ET
Helping Physicians Learn Together through Video Simulation, Provider Coaching and Shared Techniques*
Presented by Diane Rogers, Founder, Principal Consultant, Contagious Change, LLC; Ronald Cohen, Physician/Department Chair, Emergency Services, Banner Desert Medical Center - Progressive Medical Associates; Robert Baron, Physician/Director, Quality and Risk Reduction, Banner Good Samaritan Medical Center - Emergency Professional Services and Gretchen Dallman, Senior Nurse Manager, Banner Good Samaritan Emergency Department
This presentation presents a case study focusing on a team of emergency medicine physicians who wanted to create a hands-on, skills development experience for their group physicians. The objective of the effort was it would lead to a personal decision and commitment to implement changes in their individual practice and result in improved patient care and patient satisfaction scores. The case will explore the benefits of the experiential learning processes focusing on two distinct activities and the impact this effort had in identifying and changing physician/patient interaction practices. The first, physicians shadowing physicians in the hospital patient setting and the second, facilitated video simulations where physicians perform, observe and discuss their positive patient experience techniques. This presentation will demonstrate the value of physicians learning from other physicians as presented by physicians. Participants will also come to understand and appreciate the benefits of experiential learning processes and how these can positively impact physician buy-in and practice change. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.)
November 5, 2-3 PM ET
Advancing Patient & Family Centered Care through Executive and Advisor Leadership*
Presented by Sue Collier, Vice President, Patient-Family Experience, Vidant Health
The demands for performance improvement in the healthcare industry require visionary, effective and patient-family centered leadership. This presentation will use the IHI Framework for Leadership for Improvement to describe leadership actions and skills that advance patient-family centered care practices across a variety of settings. Content will emphasize how partnerships are effective in guiding priority setting and action plan development and evaluation. These examples will also demonstrate the skills needed by healthcare leaders to successfully engage advisors as change agents. The presentation will embrace the application of strategies across multiple experiences of care, including multi-hospital and community-based systems. It will share case studies and lessons learned from the literature and individual experiences and will encourage participants to complete a structured self-assessment and action planning tool. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.)
November 21, 2-3 PM ET
Engaging Faculty and Staff in the PFCC Philosophy Using Patient Satisfaction Surveying Instruments*
Presented by Bernard Roberson, Administrative Director of Patient-and-Family-Centered Care, Georgia Health Sciences; Erica Steed, Manager, Family Services Development, Georgia Health Sciences and Naomi Williams, Patient Advisor, Georgia Health System
Many times healthcare professionals confuse PFCC with patient satisfaction and customer service. Our experience is that PFCC is the bigger picture, engaging and empowering patients to become partners in health. Patient advisors work directly with faculty and staff to analyze data presented on patient satisfaction. Patient advisors helped to see situations though different lenses. They looked at ways to make changes from personal experience not from a medical, educational or technical theory. GHS Medical Center faculty and staff appreciate that involving family members in all aspects of care increases the practice of PFCC, increases patient satisfaction, decreases length of stay and increases quality and safety. Participants will be able to communicate the correlational difference between PFCC and patient satisfaction. Included with membership; $99 for guests. > Register Now (Members click here for faster registration.)
*Part of the Patient Experience Conference 2013 Encore Webinar Series. These webinars showcase a variety of patient experience topics and include some of the highest rated breakout sessions from this year's conference in Dallas. |
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