John Chessare, Bennett Beres

Implementing Patient Experience Improvement Strategies This presentation will describe the transformation of Greater Baltimore Medical Associates to deliver greater value through the eyes of the patient. Steps for creating and disseminating the vision and the leadership actions required to achieve this vision will be discussed. Participants will explore the barriers encountered and learn how the organization overcame them to move its overall patient satisfaction score from the 54th to the 91st percentile. Medical Practice, ACO/PCMH