Enhance Patient Experience and Satisfaction Through Relationship-Based Care
Product Description:
AUDIO CONFERENCE
Sponsored by: The Complete Guide to Transforming the Patient Experience
Presented on Thursday, May 5, 2011
Improve the patient experience now and avoid losses of reimbursement later
This 90-minute audio conference provides solutions for nurse managers to increase patient satisfaction through relationship-based care principles and compassionate communication. Speaker Wendy Leebov, EdD, shares best practices such as "careboard" conversations and Heart-Head-Heart Sandwich techniques that enhance the patient experience and increase nurses’ sense of contribution without adding more tasks to their plates. Plus, starting in 2012, high patient satisfaction scores will prevent a reduction in reimbursement dollars.
BENEFITS:
- Build strong relationships by making each patient-caregiver interaction more meaningful instead of longer
- Implement relationship-based care principles to increase and sustain patient satisfaction scores
- Enhance the professional satisfaction of your employees
- Reduce patient and family anxiety through improved communication techniques
- Be ready in 2012 when CMS implements the value-based incentive payment plan and prevent losses in reimbursement
LEARNING OBJECTIVES
- Demonstrate ways to improve the patient experience and patient satisfaction scores
- Identify seven skills that communicate caring to patients and families
- Perform “careboard” conversations that enable caregivers to connect quickly with patients as people and lay the groundwork for mutual trust and partnership
- Identify best practices such as hourly rounding and bedside shift report and identify the communication skills that make or break the effectiveness of these practices
- List how to use the computer during encounters with patients in a way that strengthens and does not damage the caregiver’s relationship with the patient
- Demonstrate ways to overcome the pressures of tasks and requirements to deliver better, more compassionate care
- Determine a plan for enhancing the patient experience that also refreshes staff energy and sense of contribution
THE AGENDA
- The patient experience
- Concrete payoffs of a great patient experience and higher patient satisfaction
- Five driving principles key to breakthroughs in the patient experience
- Identifying and implementing improvements in the patient experience
- Making relationship-based care come alive WITHOUT spending more time
- Anxiety mapping and how to use the “reducing patient anxiety” tool as a driver for improvements
- Focus on caring communication: Seven skills that make or break the patient experience
- “Heart-Head-Heart Communication Model” and “Heart-Head-Heart Sandwich Technique”
- “The Language of Caring:” Seven skills that communicate caring to patients and families
- How to get better results from best practices: Hourly rounding, bedside shift report, and more
- How to use a computer without damaging the patient relationship
- How to FOCUS with so much on your plate
- Live question and answer session
WHO SHOULD LISTEN?
Nurse managers, chief nursing officers, directors of nursing, VPs of nursing, VPs of patient care services, directors of education, staff development specialists, ANCC Magnet Recognition Program®* coordinators/directors, clinical nurse specialists, clinical managers, and patient educators, quality management specialist, Nurse educators, frontline nurses, all frontline caregivers, training and development specialists; managers, and supervisors in ancillary departments
BONUS TOOLS INCLUDED IN YOUR MATERIALS PACKET:
In addition to the expertise and advice presented during this audio conference, you’ll also receive a slide presentation of the program materials and tools, including:
- Careboard conversations
- Seven skills that comprise “The Language of Caring”
- The Heart-Head-Heart Communication Model and the Heart-Head-Heart Sandwich Technique
- Anxiety reduction map
- Guide to communicating with patients while using a computer
MEET THE SPEAKER
Wendy Leebov, EdD, provides high-impact consulting services, training, and tools that enhance the patient, family, and employee experience. Previously, she worked for the Albert Einstein Healthcare Network in Philadelphia and founded the Einstein Consulting Group, nationally respected for helping more than 300 healthcare organizations enhance the patient experience, leadership effectiveness, and staff retention.
AUDIO ON-DEMAND:
In addition to the regular participation options for HCPro audio conferences—live, CD, or combination packages—we are pleased to offer another option, an audio on-demand. Audio on-demand allows you to download the program and play it back at your convenience through your computer or MP3 player. It’s also a perfect training tool for new staff or as a refresher for veteran staff.
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