Maximize Patient Satisfaction by Increasing Employee Engagement - Recorded Webinar

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Webinar Duration: 60 minutes

RECORDED: Access recorded version only for one participant; unlimited viewing for 6 months (Access information will be emailed 24 hours after the completion of payment)

SPEAKER: Pam Joslin

Patient satisfaction is an important and commonly used factor for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care.

This webinar will take a look at the direct correlation between employee engagement and patient satisfaction. Offer suggestions on how your organization can strive to do both by bridging the gaps to increase patient satisfaction scores and employee retention.

The first step in this process is understanding what is important to patients and your staff. Learn how to implement a process that will benefit both your patients and staff, share these results with your team, train and monitor the new process for areas of success and areas for improvement until you reach the desired results for your organization.

Why should you Attend: HCAHPS scores indicate the level of service provided by an organization, contribute to its reputation, and have reimbursement implications for providers.

A study by Compdata Surveys of 11,000 healthcare employers with more than 11 million employees found the average turnover in healthcare jobs in 2017 was 20.6%, up from 15.6% in 2010, putting healthcare’s turnover second only to hospitality’s.

Patients naturally want to share their experiences. On average, satisfied patients tell about their positive experience to five other people. In contrast, dissatisfied patients will complain to 9 or more other individuals. The positive and negative aspects of patient satisfaction and recommending your organization extend to social media and review sites.

Areas Covered in the Session:
- Why does patient satisfaction matter?
- What do patients want from their provider and staff?
- A deeper dive into the psychology of patient satisfaction
- What are the barriers in enhancing patient satisfaction?
- What do physicians think their patients want on their visit?
- How employee engagement affects patient satisfaction
- Statistical information on employee retention and concerns
- Tips on how to improve employee retention in your organization
- Effective communication tools that may help bridge the gap with patients and employees

Who Will Benefit:
- Practice Executives
- HR Personnel
- Managers
- Supervisors
- Clinical and Administrative Personnel

Pam Joslin MM, CMC, CMIS, CMOM, CMCO, CEMA, CMCA-E/M. she has more than 20 years of medical practice management, billing and coding, auditing and compliance experience. She is an engaging presenter via webinar, classroom, and conference on every topic that may impact each step in the life of the revenue cycle of every practice. She has managed in medical practices ranging from single to multi-specialty groups, including ASC. She is an advocate of process improvement and maximizing and empowering employees to bring about the "best practice” results for your organization.

She received her Master’s in Management from University of Phoenix. Pam maintains memberships in professional organizations to support her continuing cycle of learning in the ever-changing healthcare industry.
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