Patient Experience & HCAHPS: Lessons from Community Health Systems and Baird Group
The industry’s attention on improving HCAHPS predominantly centers on the clinical aspects that can improve the scores; however, a key piece of HCAHPS is communication, which is a core function of marketing.
Join marketing experts from Community Health Systems and Baird Group as they outline evidence-based strategies for communicating patient experience imperatives to staff and patients and developing programs to effectively improve HCAHPS scores.
At the conclusion of this program, participants will be able to:
- Standardize customer service protocols across a hospital or health system to support value-based care
- Develop programs that train and incentivize staff to meet patient experience targets that affect HCAHPS scores
- Identify and establish the most effective touch points to reinforce service efforts
- Communicate the goals of your organization both internally and externally
- Identifying marketing’s role in HCAHPS scores and patient experience
- Communicating goals of the organizations
- Word-of-mouth marketing
- Creating internal champion
- Establishing accountability for patient experience goals
- Community Health Systems Leadership Development Institute and Community Cares program
- Building performance transparency
- Securing leadership involvement
- Educating on and reinforcing patient experience efforts
- Rounding and patient touch points
- Discharge and service recovery protocol
Meet the Speakers:
Kristin Baird, RN, BSN, MHA
President/CEO, Baird Group
Debra S. Landers
Vice President and Chief Marketing Officer
Community Health Systems
Who Should Attend?
Chief Marketing Officers, Directors & VPs of Marketing, Directors & VPs of Communications, PR professionals, Chief Executive Officers, VPs of Business Development, and Patient Experience and Patient Satisfaction professionals.
To fully benefit from the webcast experience, you will need a computer equipped with a broadband Internet connection, a sound card, and speakers or headphones. You will also need Macromedia Flash Version 8.0 or greater and an Internet browser (e.g., Internet Explorer); additionally, we recommend a screen resolution of 1024 x 768. The use of AOL or wireless Internet connections is not recommended.