Format: Audio

MP3 Download $15
Compact Disc $20

Robert Williams, Jennifer Lenge

Baylor Heart and Vascular Hospital of Dallas has improved overall unit mean scores above the 90th percentile by utilizing a unique Six Sigma program. During this session, the speakers will discuss how their hospital transitioned to a Six Sigma approach, driving service with an automated operational service dashboard. Attendees will learn about Baylor?s new and innovative Service Report Card program that provides feedback at the individual level for targeted coaching, training and recognition. Participants will take away strategies and best practices for delivering transparent patient experience data to individual doctors, nurses and ancillary staff.