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 32908 - Making Service Excellence Everyone?s Responsibility $10.00   
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From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Raymond (Chip) Malloy

With patient experience scores not meeting their intended targets, the leadership team from Thomas Jefferson University Hospital developed and deployed a series of service excellence standards designed to change the culture of the organization and ultimately change the perception of patients and families. Using a train-the-trainer model, TJUH trained between 500 and 600 managers who, in turn, trained 2,000 staff members on the new service standards. By instilling accountability across the organization and increasing staff and patient engagement on a daily basis, TJUH was able to raise its patient experience scores. In this session, you will learn about the process used to create and deliver an educational program to enact change, the methods by which accountability was introduced and measured, and the positive impact that staff and patient engagement can have on your overall patient experience performance.


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