Five Proven Steps to Improve Patient Satisfaction Scores

Live Webcast

Presented on May 19, 2010
1:00 – 2:30 p.m. (Eastern)
12:00 – 1:30 p.m. (Central)
11:00 – 12:30 p.m. (Mountain)
10:00 – 11:30 a.m. (Pacific)

There is a direct link between service excellence and your organization’s patient satisfaction rankings. These five proven steps will show you how to improve patient satisfaction scores, increase market share and patient loyalty, and ultimately benefit your bottom line.

Join HealthLeaders Media for this 90-minute webcast—including Q&A—and hear from a health system and a critical access hospital that have improved patient satisfaction. Learn how Catholic Healthcare West raised its scores from 17% to 72% in 18 months and how Reedsberg Area Medical Center continues to show increased Press Ganey scores, in some areas increasing from 17th to 80th percentile, after implementing its own service excellence program.

Participants will:

• Learn how to turn patient satisfaction data into actionable strategies to improve scores
• Implement successful service excellence programs
• Develop accountabilities and service expectations throughout your organization
• Get seven action steps managers can use to increase employee engagement
• Create initiatives to respond to the biggest drivers of patient dissatisfaction

PROGRAM AGENDA

1. Act on patient input to improve satisfaction
   1. Develop patient and family advisory boards to assess potential satisfaction issues
2. Cultivate service excellence
   1. Nurse huddles, handoffs, and clinical communication aids
   2. Rounding, scorecards, patient calls, and service improvement programs
3. Ensure accountability for patient satisfaction efforts
1. Peer-to-peer coaching methods
4. Engage employees in patient experience improvement
   1. Build grassroots engagement
   2. Implement staff education tactics
   3. Understand the financial benefits of employee engagement
5. Improve the environment
   1. Create interdisciplinary response teams to resolve patient complaints
   2. Use patient satisfaction data to drive change
6. Q&A

SPEAKERS INCLUDE

Carla Mercer, VP of planning and marketing, Reedsberg Area Medical Center. As part of her role Mercer heads the Service Excellence initiative, now in their 4th year.

Sandy Rush, BSN, MA, FACHE, BSN, MA, FACHE, director of service excellence, Catholic Healthcare West, which consists of 40+ hospitals located in Arizona, California, and Nevada. With more than 25 years of healthcare experience, Rush is an experienced executive with demonstrated results in building patient care services, managing organizational transitions, and streamlining systems. 

Kris Baird, RN, BSN, MHA, President, Baird Consulting. Baird leads a team of healthcare innovators dedicated to enhancing the patient experience through service excellence.  Baird has more than thirty years of healthcare expertise, ranging from clinical nursing, community outreach and call center management to public relations and hospital administration.  Baird is a published author and renowned industry speaker.  Baird has recently been appointed by the Secretary of Health as an advisor to the Health Service Corps in Washington D.C.

WHO SHOULD ATTEND

Marketing, advertising and PR directors, VPs, and professionals, chief marketing officers, advertising and PR agencies and consultants, CEOs, CFOs, CNOs, nursing directors, human resource managers

New Purchase Option–– WEBCAST ON–DEMAND
In addition to the regular CD purchase option for HealthLeaders Media Webcasts, we are pleased to offer a new option: webcast on–demand. When you purchase a webcast on–demand you will be able to view the program anywhere and anytime by logging into your account on www.HealthLeadersMedia.com. It's also a perfect training tool for new staff or as a refresher for veteran staff.

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