HFPN Webinars

Improving the Patient Experience: Small Changes, Big Results

The patient experience impacts every aspect of care. The way physicians communicate with patients directly impacts:

• Their likelihood to adhere to plans of care
• Their trust in their care team
• The quality of care

Improving scores directly impacts quality scores and reimbursement in value-based care contracts. Providers may not realize how deliberate, small changes can bring asymmetric returns.

To help with this, the HFPN presents Improving the Patient Experience: Small Changes, Big Results on September 10 from noon to 1 p.m. The webinar will feature national thought leader in the area of patient experience – Medical Director of Care Experience and Los Angeles Times best-selling author Rana Awdish, MD.

“Patients use communication as a surrogate marker for competency,” Dr. Awdish said. “Though providers may not know how the patient is assessing them in real-time, there are things to look for and mark as an indication that the patient feels heard and valued. Press Ganey surveys provide useful data, which can be used by providers to glean relevant data. Using that information to understand how patients view the encounter can allow providers to make small changes that reliably produce more favorable patient experience scores.”

Dr. Awdish has been a pulmonary and ICU physician at Henry Ford for 16 years. Her medical trajectory changed abruptly when she became critically ill herself and had an opportunity to view the provision of care from a patients’ perspective. From that experience, Dr. Awdish penned her book, In Shock: My Journey from Death to Recovery and the Redemptive Power of Hope. This book is now used as required reading at several medical schools and underscores the importance of compassion and connection and their roles in achieving optimal health outcomes for patients.

In this one-hour webinar, Dr. Awdish will provide insights and tactical tools to providers on how to bridge the disconnect that can move patients from frustration and noncompliance to satisfaction and adherence. These same techniques will improve provider engagement and fulfillment in their own work.

Learn more about this event on the HFPN website. You can also register now for this free event (1 CME expected) via this link or by scanning the QR code. If you have questions, please email our HFPN team.