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unless otherwise noted in event description.

Observations from the Bedside: Strategies to Create a Culture of

Date: 08/13/2019

9:30 AM - 10:30 AM

Course Overview
What can 1,000 hours of observing patient care at the bedside along with interviews of patients and their families tell us about managing their expectations and perceptions? In this interactive webinar, you will gain insight into what patients say is most important to them and how you as their clinician can create a positive patient-provider partnership. Clinicians have a set of tasks they need to perform every day to insure quality of care with their patients. Brooke Billingsley will share the results of two large, “Touch Studies,” performed in a PCU and a MedSurg unit. Brooke will also provide attendees with three easy strategies that clinicians can incorporate into their shift of care that will create a connection with every patient.

Katie Owens, MHA, CPXP, Co-Founder and President
Brooke Billingsley, Vice President Service Excellence
Healthcare Experience Foundation

As the senior leader of a national consulting firm, Katie Owens has worked with hundreds of organizations and thousands of leaders to equip their cultures and instill competencies that achieve breakthrough performance with quality, safety, patient experience, and workforce engagement. Her fundamental tenet is that every person is worthy of an environment where he or she can receive and deliver the best possible care. She is the lead author of the HCAHPS Imperative for Patient-Centered Excellence and frequently authors in respected industry publications and journals.

Brooke has extraordinary insight into how healthcare organizations can ensure that every patient has an exceptional experience. That understanding comes from a unique combination of life experiences and professional work. Her personal medical journey battling cancer, along with decades of in-depth qualitative research with patients at the bedside, have fine-tuned Brooke’s ability to concisely and compellingly synthesize complex information, greatly benefitting her clients.

The speakers do not have any real or perceived conflicts of interest related to this presentation.

Learning Objectives:
At the conclusion of this session, participants will be able to:

  1. Identify what is most important to the patient without adding more to your day.
  2. Demonstrate stronger relationships with patients and improve patient engagement.
  3. Discuss what clinicians should regarding simple strategies that will have a positive impact on their patients.