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You Cannot Manage Perceptions in the Same Way You Manage Outcomes

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patient experience, perceptions, total patient care, outcomes, compassion, care, emotional engagement, courtesy, patient stories, patient loyalty, care giving, empathy, friendly, competence
Webinar Replay -

You Cannot Manage Perceptions in the Same Way You Manage Outcomes
Presented by Fred Lee, Author, If Disney Ran Your Hospital

In this session, Fred Lee, author of the best-selling healthcare management book, If Disney Ran Your Hospital; 9 ½ Things You Would Do Differently, will explore why outcomes are left-brain and perceptions are right-brain, and how it takes a different skill set to be great at managing and coaching each. Three levels of total patient care will be shared: compassion, courtesy and competence and the enemy of each. Through the use of personal patient stories, Lee will make the case for empathy and its role in healing and will address the question ‘Can compassion be taught?’

Upon purchasing this product you will receive an e-mail with a link to the downloadable webinar recording.

Related Body of Knowledge courses: Metrics and Measurement.

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