From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Jessica Chiclacos, Anne Dunne

When AdvantageCare Physicians (ACPNY), one of New York?s largest health systems, was having difficulty aligning care coordination and front-line staff, leaders embarked on a mission to improve the system?s standardized procedures. In this session, ACPNY leaders will discuss how the organization implemented a customized, five-module, peer-led workforce development training program that cross-trained front-line staff, care coordination, and patient experience teams and resulted in service-level consistency as well as improvements in patient satisfaction and employee engagement.