Patient Experience 101: Measurement, Service Recovery, and Reconnecting to Purpose

Date

Thursday, January 21, 2021

Time

3:00pm - 4:00pm

Location

Virtual

Description

This is the second half of a two-part offering serving as an introduction to Patient Experience, and the aim is for all attendees to care about the patient’s experience at a deep and profound level. Participants will learn about the ways patient experience is evaluated in the health system (including a brief overview of patient satisfaction surveying) and about key behaviors that can improve those evaluations. Participants will also learn the “LAST” model of service recovery (Listen/Apologize/Solve/Thank). The session will conclude with an exercise guiding the participant to explore their purpose, core values, and personal strengths as they relate to improving the employee and patient/family experience.

Click here to register via MLearning.

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