Karla Heath, Kelvin Willis

Understanding the Patient Experience This session will describe how Baylor College of Medicine uses Press Ganey data to drive a patient-centered culture within the clinical organization. The presenters will discuss the challenges the organization faced during data analysis when they discovered errors with their base setup, along with the work they have undertaken over the past eight months to correct the errors. They will also highlight creative initiatives being employed to engage both patients and employees. Medical Practice, Academic Medical Center