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 32878 - Leveraging Tiered Engagement to Improve and Sustain Patient Experience in Ambulatory Care $10.00   
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From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Seanna-Kaye Denham, Melissa Lee

The adult primary medicine practice in this large, urban, public hospital was historically characterized by the provision of excellent medical care in an environment known for long wait times, fragmented patient flow, and staff fatigue for improvement activities that were not sustained. This led to last-place patient experience results among the 11 hospitals in the New York City public health system. This session?s speakers will show the practical process improvement steps they took to address these patient dissatisfiers and increase employee engagement. They will also share their playbook, explain how they developed leadership, staff, and patient buy-in, and discuss how they achieved great and sustained improvements in patient cycle time and a cultural shift within their community.


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