About the Program

Approach

During the Intro to Improving the Patient Experience series, you will gain a basic understanding of how to begin improving the patient experience in your organization. Since 2006, the California Quality Collaborative (CQC) has led 15 California medical groups and IPAs in three separate year-long efforts to improve the patient experience. We have summarized the rich and extensive learning from these groups and the literature into an easy-to-use guide and identified 9 High Impact Changes that lead to an improvement in patient satisfaction. During the first teleconference, we will review the key points in this guide, as well as what we know about the key drivers of the patient experience from an expert consultant, Jill Steinbruegge, MD and CQC's Director, Diane Stewart, MBA.

During the second conference, Tammy Fisher will identify the key features of a feedback / survey system for patient feedback to physicians, so that your organization understands how to measure and monitor the patient experience.