AUDIOCONFERENCE ON CD OR AUDIO ARCHIVE
Sponsored by Quality Improvement Report
presented on February 7, 2008
Is your reputation ready for the public eye?
In March 2008, the federal government will make public the results of the first Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. HCAHPS results will give the everyday consumer access to patient satisfaction data, allowing them compare hospitals and decide—based on others’ opinions—where to seek care.
Having these scores available to the public can be a dream come true for hospitals that fare well. But for those whose scores are less than stellar, the HCAHPS survey may pose a potential PR nightmare for your boss and, ultimately, you.
During this 90-minute audioconference, our expert speakers explain the five key drivers of satisfaction to improve your performance while also improving patient-centered care. In addition, you’ll learn how one hospital successfully improved its HCAHPS performance by focusing on patient-centered care.
Take a look at the agenda:
- HCAHPS Update
Value-based purchasing proposal includes HCAHPS - Preview report
- How hospitals can suppress the data
- Data – Improve Patient-centered Care
Five domains- Five key drivers of satisfaction
- Public reporting
- Case Study
- Recent survey experiences with HCAHPS
- Creating change
- Practical tips
- Best Practices
- Question & Answer Session
LEARNING OBJECTIVES
By the end of the program you’ll be able to:
- Tell your staff and boss the latest HCAHPS updates
- Recognize how data improves patient-centered care
- Implement practical tips to boost HCAHPS performance
- Instruct staff on how to improve patient satisfaction in the five key areas most closely correlated to overall scores
MEET THE SPEAKERS
Jodie Cunningham is the CAHPS Quality Manager with Press Ganey Associates, the healthcare industry’s leading satisfaction measurement firm. Ms. Cunningham has been with Press Ganey since 2003 and has worked with more than 100 health care organizations providing training for hospital staff on the importance of patient satisfaction and offering specific improvement advice.
Karen Haney is currently the System Executive for Customer Experience Management for Memorial Hermann Healthcare System. In this role she has been integral in coaching different management teams at hospitals to improve service for patients. The tem has been instrumental in looking at new ways to emotionally engage both patients and employees to make every experience memorable.
YOUR MATERIALS PACKET
In addition to the expertise and advice presented during this audioconference, you'll also receive a slide presentation of the program materials. These materials are provided with PDF links.
WHO SHOULD LISTEN
Quality improvement directors, patient advocates, patient satisfaction services, guest relations, performance improvement directors, nurses, physicians, CEOs, COOs, and CFOs
Purchase a CD or audio archive of the program and listen when you can. It's also a perfect training tool for new staff or as a refresher for veteran staff.
Save money when you purchase multiple copies! Ask your customer service representative about money-saving
discounts and bulk orders. Call toll free 800-650-6787 or e-mail
customerservice@hcpro.com.
