32917 - Communicating the Right Message to Positively Impact Your Patient Experience Metrics [ ]

Product 57 of 108

From: 2019 National Client Conference & Executive Leadership Conference

32917 - Communicating the Right Message to Positively Impact Your Patient Experience Metrics

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From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Michelle Rossetti

This session highlights how leaders at Long Island Jewish Valley Stream, part of Northwell Health, created a foundational program to address how staff communicate with patients, families, and each other. The presenter will explain how leaders? ongoing gap analysis observations of staff resulted in development of a comprehensive list of ?Never? and ?Always? words and phrases, and how this sparked the creation of the facility?s Never/Always Program, which has since resulted in enhanced professionalism and improved patient experience metrics.