Megan King, MSN, RN, CCE

Director, Patient Experience
Geisinger Health System

Megan is a graduate of Drexel University with a Masters in Nursing Education. From Selinsgrove, Pa, she has had a long career within Geisinger Health System, moving from direct nursing care for 18 years everything from cardiac to maternity, to land in a role creating and implementing community health programs for the Women’s Health Service Line. In the last six years she has been involved in process improvement for the nursing service for pain management, communication, medication reconciliation and education and patient belongings tracking. She joined the Patient Experience team at Geisinger in March 2014, bringing a wealth of patient perspective and employee education to lead patient centric changes in four hospitals of the Geisinger Health System.

Check out the incredible speaker line-up to see who will be joining Megan.

Download The Latest Agenda

Day 2

Wednesday, March 12th, 2014

13:20 PX Leaders Interactive Roundtable Discussions

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

14:30 Presentation: Expectations To Results: Raising The HCAHPS Scores Through Nursing Engagement

A new unit with a new unit manager went from single digit scores to the 85th percentile, and remained there, when they applied their nursing process to the larger process: patient experience. Join a lively discussion on how this unit identified their own test of change, and celebrated success—after they saw sustained results for over 12 months!

Objectives:

• Define nursing influence through HCAHPS

• Identify unit-based improvement opportunity

• Preparing a small test of change for large success