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