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

Presenter: Terry Rusconi

In the late 1990s, the future of the University of Kansas Hospital was in doubt. Patient volumes were declining at 5% per year, and staff were dissatisfied and leaving the organization at a rate of 33% per year, considerably impacting the sustainability of the organization. Substantial change was needed if the hospital was to remain in business. This session will share their incredible cultural transformation, which led to significantly improved performance in patient experience, clinical quality, and caregiver engagement across the organization. Attendees will learn strategies for leveraging data-driven insights to inform improvement initiatives, gaining leadership buy-in to build a sustainable workplace culture from the top down, and empowering providers to deliver exceptional patient- and family-centered care.