Providing an Excellent Patient Experience

The Delta Region Community Health Systems Development (DRCHSD) Program's 3-part 2021 Patient Experience webinar series features a speaker from Stroudwater and focuses on maintaining an excellent patient experience. 

Topics for the 3-part series

Part 1:  

  • Understanding of HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) and other patient experience surveys
  • Establishing High Standards of Service Excellence
  • The role of Empathy in an Excellent Patient Experience

Part 2:

  • Awareness- Thinking of patients and families as customers
  • Awareness- Thinking of other employees as customers
  • Techniques to improve communication and listening skills

Part 3:  

  • Understanding the “Voice of the Customer”
  • The use of a Patient Family Advisory Council 
  • Maintaining an Excellent Patient Experience

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