From the Press Ganey National Client Conference
Format: Audio

MP3 Download $15
Compact Disc $20

Presenter: Lisbeth Coulombe, Mary Ann Minsley

Following the implementation of an electronic medical record system, ambulatory patient experience scores at an academic medical center plummeted. Staff and providers had become more focused on learning the new technology rather than on maintaining relationships with their patients. By leveraging key components of a successful inpatient customer service program, outpatient areas used a multidisciplinary approach based on the Press Ganey domains to restore their patients? trust in them and drive improved patient experience scores.