AHA

The ability for health care staff members to provide high-quality care, protect patient safety and deliver a positive patient experience depends on their organization’s culture. In this webinar, hear how Community Medical Center’s employees and culture contributed to an improved overall patient experience and an increase in its HCAHPS scores.

“Never pass a patient, guest or colleague in need.” These are words employees live by at Community Medical Center (CMC) in Missoula, Mont. Lynn Kelly, patient experience advocate at CMC, shares the journey CMC’s Patient Experience Task Force took to create a “No Pass Zone” within the hospital. This “No Pass Zone” is intended to empower employees to take action when they see a patient, family member or colleague in need of assistance. The initiative is driving CMC on the road to meet its 2014 patient experience goals.

Join us to learn proven employee best practices that can improve HCAHPS scores and provide a better patient and employee experience.

Attendees Will Learn:

• Insight into challenges organizations may face when improving the patient experience
• Information on proven best practices and techniques for improving HCAHPS scores
• How changes in employee practices can drastically impact the patient experience

Speakers:

Lynn Kelly is the Patient Experience Advocate for Community Medical Center in Missoula, Montana. Lynn focuses on system and service line-specific initiatives for both Community Medical Center and the Community Physician Group. Her work ensures that all aspects of the health care experience meet patients’ expectations through high-quality and compassionate care. Lynn also leads the employee experience efforts, engaging staff in their work that ultimately creates meaningful and positive experiences for team members and patients. Lynn has worked in health care for 10 years, focusing on connecting the organizational brand promise with the delivered health care experience.

Kathryn Muscato is Director of Performance Improvement at Avatar Solutions. Employed by Avatar since 2008, Kathryn has had the opportunity to work with a variety of organizations in their improvement efforts. Kathryn’s areas of expertise include creating a culture of accountability, Service Driven Culture, and Skills Lab Facilitation. She excels at deploying tactics and utilizing validation tools to ensure client success. Kathryn currently resides in Longwood, Florida, where she enjoys making household improvements. She also enjoys camping with friends and boating near her home.