Webinar–Pedal to the Metal: How to Improve Patient Experience in 60 Days (The Beryl Institute)

July 16, 2019 @ 2:00 pm – 3:00 pm
The Beryl Institute

Pedal to the Metal: How to Improve Patient Experience in 60 Days

Aamer Ahmed, Director of Patient Experience, Froedtert & The Medical College of Wisconsin

July 16, 2019 – 2:00-3:00 PM ET

This webinar will highlight how Froedtert & The Medical College of Wisconsin, an 800+ bed academic health-system, reached the 90th percentile in patient satisfaction by deploying the 60 day rapid improvement initiative. Learn how the program marries consumer analytics, design thinking and lean methodologies to develop a frontline-driven improvement model that has improved both patient and staff engagement. The model is built upon four components: 1) Regression analytics using segmented patient satisfaction data by diagnosis 2) Customer discovery through shadowing the patient and tracking their journey 3) Root-Cause through front-line kaizen workout and development of trial interventions 4) Improve and sustain through frontline-led work groups.

Learning Objectives

  • Utilize design thinking to improve experience through customer discovery and prototyping.
  • Engage frontline staff and physicians to problem solve and own interventions through lean and change management principles.
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