Thomas Lee

Press Ganey Innovation Efforts to improve patient experience tend to rely on organization-wide educational initiatives or targeted programs focused on clinicians with weak performance. But is a third approach possible?one in which organizations try to create a new ?norm? from the performance of its individual clinicians and its teams with the best patient experience? In this session, Dr. Lee will discuss advances in social network science and the use of Appreciative Inquiry. He will consider how both can be integrated to strengthen the performance of teams that are dedicated to the care of patient subsets with similar needs. He will also explore how values?including heightened coordination of care and concern for patients? worries?can spread beyond tight teams to sub-networks within a clinician community. He will challenge the industry to use these methods to create an ?epidemic of empathy? for enduring patient-centered care. Press Ganey Innovation