From the Press Ganey Executive Leadership Conference
Format: Audio - MP3 Download

Presenter: Adrienne Boissy

Virtually all organizations use structured patient experience surveys to understand how well and often they meet patient needs. Yet, as healthcare evolves and we work to meet expectations for access and convenience, leaders must develop new strategies to balance their focus on performance improvement with the need to earn patient loyalty in a dynamic, competitive environment. What metrics most effectively measure loyalty, and how can health care leaders align every caregiver to them? Dr. Boissy, Chief Experience Officer for Cleveland Clinic Health System, will outline a brave, new patient experience strategy that will both challenge your current thinking and leave you inspired to drive change.