From the Press Ganey National Client Conference
Format: Audio

MP3 Download $15
Compact Disc $20

Presenter: Jan Fuchs, Julia Klink

Learn how this rural hospital achieved consistency and sustainability in patient experience scores by engaging staff in patient experience improvement strategies designed to optimize staff service behaviors. Challenged by variable scores each month that seemed to plateau, Pomerene Hospital focused on building awareness with their workforce around understanding how the ways in which we communicate with those we serve can positively influence the patient experience. By training staff to better connect with patients, Pomerene Hospital found a successful approach that delivered the results the organization was looking for?consistent, sustainable scores and gradual improvement. Our speaker will review the challenges the organization faced, strategies used to overcome those challenges and how the program was implemented, as well as the importance of accountability, communication and sustainability.