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2014 PDC Summit


Leveraging Your Existing Resource: The Support Staff's Role in Improving the Patient Experience


Mar 17, 2014 3:15pm ‐ Mar 17, 2014 4:15pm

Standard: $30.00
Members: $15.00

Description

Engagement of facility managers and support staff is a valuable and necessary step toward enhancing the overall patient experience. Support services have a unique, whole-system view of health care operations and are in a position to promote and improve the healing environment from beginning to end by helping to abolish a culture of silos. Both the physical environment and the clinical staff can affect the functioning of support services by helping or hindering their ability to perform duties. This session will demonstrate the importance of the support staff with a case study from Beth Israel Deaconess-Milton and will enable attendees to:

  • Discuss the benefits and long-term value of aligning clinical and non-clinical staff.
  • Describe a real-life example of health care facility managers affecting patient satisfaction.
  • Equate process improvements to better HCAHPS scores and higher reimbursement rates.
  • Use Lean process improvement methods to bridge the barriers between clinical and non-clinical staff.

Speaker(s):

  • Nick Masci, Vice President, Lean Practitioner, Haley & Aldrich
  • Cynthia Page, PT, MHP, Vice President of Clinical and Support Services, Beth Israel Deaconess Hospital - Milton

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