PM-3 Patient Perceptions: Experience Matters
CE: 0
Course Description:
Your patients form opinions from the moment they contact your office, when they walk in the door, during check-in, while in the exam room, during the procedure and after the visit. These perceptions define the experience. We know that clinical outcomes are inextricably linked to the patient experience or perception of care. There are best practices that can help you enhance the positive aspects of the experience and mitigate the negative parts.
In this session, you will view your practice from your patient’s perspective. You will learn practical skills and techniques to deliver an exceptional patient experience that are evidenced based and proven to get results. Additionally, assessment tools will be described as a way to measure your outcomes.
The patient experience is a key driver of word of mouth referrals. This can help or hurt your practice and it’s growth. Delivering an exceptional patient experience is no longer a “nice to do” endeavor, it is a “must do”.
At the conclusion, participants should be able to:
- Create a practice from the patient's perspective.
- Describe specific verbal and nonverbal communication skills to improve the patient experience.
- Define processes to obtain outcome measures of the patient experience.
Key:
Complete
Next
Failed
Available
Locked
Nancy DeZellar Walsh, DNP (Moderator)
Dr. Nancy DeZellar Walsh has over 25 years of experience in health care administration, operations, and quality. Before starting her own consulting practice in 2002, Nancy served as the Senior Vice President for Care Improvement at Allina Health System in Minneapolis, MN. She has extensive experience with project management, including rapid cycle improvement work, a strong track record of results and a no-nonsense approach to improving care and service for patients and families. The bulk of Dr. Walsh’s portfolio has focused on creating an exceptional patient experience and culture change on a local and national level. She has facilitated improvement in hospitals, dental and medical clinics, homecare and hospice organizations and health plans. The work has ranged from rural and community based sites to major health systems and academic settings including dental and medical schools. She graduated summa cum laude with a Bachelor’s Degree in Nursing from Augsburg College in Minneapolis and earned a Master’s Degree in Nursing Administration from the University of Minnesota. Dr. Walsh completed her Doctor of Nursing Practice degree in 2017 from the School of Nursing at the University of Minnesota. Additionally, Dr. Walsh is on faculty for the Institute of Healthcare Improvement in Cambridge, MA and is a national content expert and speaker on the patient and family experience.
Nancy DeZellar Walsh, DNP
I declare I have a past or present proprietary or relevant financial relationship or receive gifts in kind (including soft intangible remuneration), consulting position or affiliation, or other personal interest of any nature or kind in any product, service, course and/or company, or in any firm beneficially associated therewith, as indicated: Park Dental Group, Financial relationship (Status: Ongoing).
