Carolinas HealthCare System: Patient Experience

Quick Overview

For Solutions and Lessons Learned

Learn how collaborative decision-making, geriatric resource nurses, and empathy training led to better staff engagement, patient satisfaction, and quality care at CMC-Mercy.

Availability: In stock

Pubcode: HMK07292014
Price: $399
LIVE on-demand programs will
be delivered via mail in USB format.

HealthLeaders Media LIVE From Carolinas HealthCare System: Patient Experience

Presented on Tuesday, July 29, 2014

Webcast will be shipped in USB drive format.

With more than 40% of its patient population on Medicare and over 65, and the challenge of managing chronic conditions, Carolinas Medical Center-Mercy launched a series of initiatives to test new hypotheses. Could shared decision-making between patients and physicians result in better outcomes? Could a patient-centered, nurse-driven program improve care for elders? Could caregiver empathy training lead to better staff engagement and patient satisfaction? At Carolinas Medical Center-Mercy, the answer to all three questions has been a resounding “yes.” These efforts have reduced ED visits and inpatient hospitalizations, improved elder care, and raised employee engagement and teamwork to the 98th percentile.

Register for HealthLeaders Media LIVE From Carolinas HealthCare System: Patient Experience for solutions, interactive Q&A, and lessons learned. Participants will:

  • Install shared decision-making between patient and physician to significantly reduce ED visits and inpatient hospitalizations.
  • Drive quality of care for the growing elder population with a revolutionary inpatient nursing model
  • See how empathy and compassion training for all staff can boost across the board patient and staff engagement


About our host:

Carolinas HealthCare System provides a full spectrum of healthcare and wellness programs throughout North and South Carolina. Its network of more than 900 care locations includes academic medical centers, hospitals, healthcare pavilions, physician practices, destination centers, surgical and rehabilitation centers, home health agencies, nursing homes, and hospice and palliative care. CMC-Mercy is a not-for-profit 162-bed adult health tertiary acute facility, providing a full range of services from emergency room care to surgery to rehabilitation. It is home to some of the area's most advanced specialty services, such as complex orthopedic surgery, bariatric surgery, and The Center for Pelvic Health.

HealthLeaders Media LIVE From Carolinas HealthCare System: Patient Experience

HealthLeaders Media LIVE
For solutions and lessons learned
Held July 29, 2014

Agenda - Learning Objectives

Lesson 1: A Patient-Centered Approach to Shared Decision-Making

Lesson 2: A Nurse-Driven Focus on Improved Elder Care

Lesson 3: : Building Staff Engagement and Patient Satisfaction Through Caregiver Empathy Training

Order the Webcast: HealthLeaders Media LIVE From Carolinas HealthCare System: Patient Experience for solutions, interactive Q&A, and lessons learned. Participants will:

  • Discover how a shared decision-making toolkit for asthma care can significantly reduce ED visits and inpatient hospitalizations
  • Learn how the use of a geriatric resource nurse (GRN) model can drive improvements in elder care
  • See how caregiver empathy training can have a direct positive impact on quality of care, employee engagement, and teamwork


Who Should Attend

Healthcare leaders, CEOs, CFOs, COOs, CIOs, CMOs, CNOs, directors of patient experience, quality, case management, business development executives, service line directors, directors of public relations/marketing, healthcare consultants

Terri Bolotin, M.Div

Assistant Director of Clinical Pastoral Education, Carolinas HealthCare System

For 18 years, Terri Bolotin has educated faith-based students on the art of spiritual care in a Level 1 Trauma hospital. She is certified by the Association for Clinical Pastoral Education and serves both in regional and national leadership positions. Previous to her hospital ministry, she provided pastoral care to women in jail and served as a campus minister in the university setting, and taught literacy and English as a Second Language. Ms. Bolotin received a B.A. from St. Mary’s of Notre Dame, the Master of Divinity from Candler School of Theology, Emory University and is presently in the M.S. program at Queens University in Organizational Development.

Maureen Fogle, EdD, RN, NE-BC
Director of Professional Practice
Carolinas HealthCare System

Susan Frampton, PhD

President of Planetree, Derby, Conn.

As the President of Planetree, a non-profit organization, Ms. Frampton works with a growing network of hospitals and health centers around the world that have implemented Planetree’s unique patient-centered model of care. Prior to her work with Planetree, she spent more than 20 years at hospitals in New England focusing on community education, wellness and prevention, planning, and development of integrative medicine service lines. She received her undergraduate training at Rutgers University, and both masters and doctoral degrees in medical anthropology from the University of Connecticut. Her book Putting Patients First (Jossey-Bass Publishing, 2003) won the ACHE Hamilton Book of the Year Award in 2004.

Janet Handy, MS, RN, NEA-BC, FACHE

Vice President and Chief Nursing Officer, Carolinas Medical Center-Mercy

Ms. Handy assumed her current role in 2013 after 11 years as Chief Nurse at Carolinas Medical Center-Mercy. Her four-decade career includes positions as Director of Nursing, Nurse Educator, Nurse Manager, and Staff Nurse. Her expertise includes professional development, patient safety, quality, lean, transformational leadership and shared governance. Ms. Handy is a preceptor for graduate nursing and MHA students, and has provided oversight to interdisciplinary colleagues in Pharmacy, Radiology, Respiratory Care and Level I Trauma Emergency Department. A graduate of the Highland Hospital School of Nursing, she obtained her B.S.N. from Nazareth College and her M.S. in Nursing from the University of Rochester.

Elizabeth Morse, M.Div

Spiritual Care Manager, Spiritual Care & Education, Carolinas Rehabilitation

Since 2011, Ms. Morse has provided spiritual and emotional support to patients, their families and team members at the inpatient rehabilitation facilities of Carolinas HealthCare System. Her work also includes facilitating Empathy class for team member education and support. Prior to joining Carolinas HealthCare System, Ms. Morse spent a decade at Orlando Health in Clermont, Florida, where she developed the Spiritual Care department and facilitated educational events. Earlier in her career, she served in a variety of chaplain positions at hospitals in Florida and India. Ms. Morse holds a Bachelor of Psychology degree from Emory University, and a Master of Divinity from Princeton Theological Seminary.

Hazel Tapp, PhD

Associate Director of Research, Department of Family Medicine, Carolinas Medical Center-Mercy

Dr. Tapp’s research interests are implementing and evaluating patient-centered approaches, such as motivational interviewing and shared decision-making to improve health outcomes for chronic disease. As principal investigator on a Patient Centered Outcomes Research Institute project designed to study the dissemination of shared decision making using participatory strategies, she is currently working with four Practice-based research networks and Medicaid across North Carolina to implement shared decision making across 30 clinical sites. Dr. Tapp previously helped implement shared decision-making at six CHS safety-net primary care practices that provide care to Charlotte’s vulnerable population. Dr. Tapp also serves on the Practice Based Research Network community advisory board.

Dael Waxman, MD

Interim Chair of the Department of Family Medicine and Medical Director of Patient-Centered Programming, Carolinas Medical Center-Mercy

Dr. Waxman serves as Medical Director for Patient-Centered Programming at CMC-Mercy. In addition to his medical background, he has received training in and has been integrating family therapy, clinical hypnosis and other modalities of mind/body medicine into teaching and practice for over 20 years. An Associate Professor of Family Medicine at UNC Chapel Hill, he has taught regionally, nationally and internationally on: family influences on health, physician-patient communication, patient-centered care, collaboration between mental health and primary care, physician wellness, and mind/body medicine.