Jan Althouse

Table 1 : Leadership Accountability Best Practices

Moderator: Grace Ibe, Senior Director, Service Excellence and Culture Development, Dignity Health

Table 2: Using Patient Comments to Guide Improvement

Moderator: Jan Althouse, Patient Satisfaction Coordinator, Cook Children’s Healthcare System

Table 3: The Human Service Conundrum…How Far Do We Go?

Moderator: Sharon Parker, Director of Patient Advocacy, University of Hackensack Medical Center

Table 4: The Connection Between Patient Expectations And Satisfaction

Moderator: Julie Becker, DBA, RN, VP, Patient and Family Experience, Wheaton Franciscan Healthcare

Table 5: What You Need to Know About CG-CAHPS

Moderator: Susan Osborne, RN, MSN, MBA, VP Patient Experience, Piedmont Healthcare

Table 6: Improving Nurse Communication

Moderator: Megan King, Director, Patient Experience, Geisinger Health System

Table 7: Best Practice Use Of Lead Indicators To Achieve Rapid And Sustained PX Improvement

Moderator: Joel High, Performance Improvement Coach, TruthPoint

Table 8: Keeping Patients Engaged With Virtual Health Assistants

Moderator: Thomas Morrow, MD, Chief Medical Officer, NextIT

Table 9: Aromatherapy for the Clinical Setting: Reduce Anxiety and Improve Patient Satisfaction

Moderator: Caryn Gehlmann, Certified Clinical Aroma Therapist, Beekley Medical

Table 10: Translating Patient Data Into PX Improvements

Moderator: Cassandra Willis-Abner, Director, Service Excellence,University of Michigan Hospitals and Health Centers

Table 11: Translating Patient Experience Work For Your Staff

Moderator: Gregory Berney, MSW, Senior Manager, Patient Experience, Cone Health

The open-ended survey comments, or any written feedback, can often be a wealth of information IF the information is organized. Many of us read the feedback periodically, and may recognize themes (wait/ delay for treatment, appointment availability, etc.) but don’t have a handle on the ‘big picture’; Where are the delays occurring? Which specialty or provider has limited availability? How long have patients been commenting on the same issues over and over again? Through the use of an Access database and a coding system, I have been able to categorize more than 40,000 patient comments to allow reporting by provider, unit, category, date of service and to easily identify any staff members that were named. This organized information has allowed us to focus efforts in areas specific to our patient feedback.

All too often organizations treat patient experience as separate from quality and safety, but this should not be the case. Panelist will discuss the important connection between quality and safety metrics and the overall experience.