Patient Experience 101: Measurement, Service Recovery, and Reconnecting to Purpose
Thursday, February 18, 2021
3:00pm - 4:00pm
Join us for an engaging opportunity to discuss how we measure patient experience, how we can excel at service recovery, and how we can reconnect to our purpose in service of the patient experience.
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.
CONTINUING EDUCATION CREDITS AVAILABLE: NURSING AND SOCIAL WORK
- Michigan Medicine Nursing Professional Development & Education is an approved provider of continuing nursing education by the Ohio Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. (OBN-001-91) 1.0 nursing contact hours will be provided.
- Michigan Medicine Department of Social Work is an approved provider with the Michigan Social Work Continuing Education Collaborative, Provider #MICEC 0056. This program has been approved for a maximum of 1.0 continuing education clock hours.