Improving the Patient and Family Experience, Part I

 

Maximize the Voice of the Customer: The Power of Data

 

 

Wednesday, September 23, 2009

2:00 p.m. (Eastern)

1:00 p.m. (Central)

12:00 p.m. (Mountain)

11:00 a.m. (Pacific)

Click here and Register today!

 

 

For Patient Advocates, learning to analyze and use different sources of data to develop a clear and compelling picture of what customers (patients, families, visitors, community) want from their healthcare organization and how to present the information is the key to driving positive change. 

 

At the end of this 90-minute presentation, participants will be able to:

 

• Identify data sources – complaints, commendations, survey data and comments, community feedback
• Learn how to interpret and use the information
• Using a “real-life” example, discuss how to drill down into data to identify specifics areas for change
• Learn how to effectively communicate findings to leadership and drive change

 

 

SHCA member rate: $169 

Non-Member rate: $269
 

For this price you make an incredible investment for your organization.  You pay one fee, provide one computer and speaker phone, but you may invite as many people to listen and watch as you wish.  You will receive one set of materials e-mailed (you may photocopy) and one toll-free telephone connection to the seminar.

 

A live Q&A session will also be part of the webinar and an evaluation will be conducted upon completion.  Please note no vendor support was solicited for this event*.  If you have questions regarding this event, e-mail: shca@aha.org.

 

 

 

 

Meet the Presenter:

 

 

 

 

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Continuing Education Contact Hours

An application for approval of nursing contact hours has been submitted to the Illinois Nurses Association Approver Unit.

This program is approved by the National Association of Social Workers for 1.5 continuing education contact hours.

*The Society for Healthcare Consumer Advocacy has not solicited cash and
in-kind contributions from individuals and organizations for this educational program.

This educational activity is being presented without the provision of commercial support and without bias or conflict of interest from the planners and presenters.