Patient Experience: Blueprints from Scripps & Ardent Health to Engage Staff, Drive Metrics - On-Demand

Quick Overview

Presented on: November 21, 2014
Presented by: Kevin Gwin and Vic Buzachero

Leaders from Scripps and Ardent Health reveal how they are fostering patient-centric cultures to improve patient experience metrics and care outcomes.

Availability: In stock

Pubcode: YT112114D
Price: $279

Patient Experience: Blueprints from Scripps & Ardent Health to Engage Staff, Drive Metrics

Webcast now available ON-DEMAND

Not only is patient experience integral to quality healthcare, it is also a critical piece of the reimbursement puzzle. And yet, 69% of hospital leaders say they have not implemented a patient experience officer, and 32% say cultural change remains their biggest stumbling block to patient experience initiatives. These are big institutional changes to tackle—and some organizations are still asking where to start.

Senior leaders from Scripps and Ardent Health reveal how they are implementing patient-centric cultures and making seismic progress in patient experience improvement. They also offer cutting-edge strategies for both measuring and marketing these positive experiences to strengthen staff engagement.

At the conclusion of this program, participants will:

  • Discover new strategies to maximize reimbursement through patient experience improvement
  • See how top organizations are making gradual but significant patient experience advancements in specific service lines and units, contributing to systemwide success
  • Learn effective methods for collecting and interpreting data on key quality metrics
  • Discover the most powerful strategies for empowering and engaging staff in patient experience efforts, including operative protocols and technologies



  • A New Healthcare Environment
    • The impact of consumerism on patient experience standards
    • The impact of patient experience scores on business and the bottom line – quality vs. service
      • New HCAHPS Star Ratings
  • The Ardent Approach to Patient Experience Improvement
    • Using management tools and methodologies to gauge loyalty
      • Scoring patient rooms for clean and quiet
      • Scoring hospitalists and specialists
      • Scoring nursing units
      • Scoring housekeepers
    • Isolating efforts by service line to create “pockets of excellence,” making systemwide improvement more manageable
  • The Scripps Approach to Patient Experience Improvement
    • Organizational culture as the foundation
      • Efforts on the floor: care boards, rounding, medication communication
      • Nurse orientation and Dedication Education programs
    • System and process improvement
      • ED redesign to improve hospital admission experience
      • Systems for real-time communication
    • Building engagement
      • Employee incentives plans
      • Quarterly focus groups, including leadership skillset training
      • Performance mapping
      • Communication flip books
    • Meaningful Metrics


Meet the Speakers

Kevin Gwin
Vice President
Patient Experience and Communications
Ardent Health Services

Vic Buzachero
Corporate Senior Vice President
Innovation/HR/Performance Management
Scripps Health

Webcast system requirements and program materials:

To fully benefit from the webcast experience, please note you will need a computer equipped with the following:

Browser: Microsoft Internet Explorer 6 or later, Firefox, Chrome, Safari, with JavaScript enabled
Internet: 56K or faster Internet connection (high-speed recommended)
Streaming: for audio/video streaming, Adobe Flash plug-in or Safari browser on iOS devices

Prior to the webcast, you will receive an e-mail with detailed system requirements, your log-in information, presentation slides, and other materials that you can print and distribute to all attendees at your location.



No problem. The ON-DEMAND version is now available! Use it as a training tool at your convenience—whenever your new or existing staff need a refresher or need to understand a new concept. Play it once or dozens of times. A $279 value!



Participation in the webcast is just $279 per site. All materials must be retrieved from the Internet.