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

Presenter: Ed Hubel, Amy Huveldt, Sean Lynch

When raising scores became the primary concern of hospital staff, Baptist Health?s senior leadership team led the charge on shifting the focus. Through executive-led initiatives including multidisciplinary relationship building and patient experience coaching, the team transformed the organizational culture, resulting in top-box score increases in overall rating, likelihood to recommend, nurse communication, and physician communication. Attend this session to hear details of Baptist Health?s initiatives, as well as learn how to instill accountability, establish a team-based approach to patient experience, meet the emotional needs of patients and families, and improve patients? perceptions of care at your organization.