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Reconnecting to HCAHPS Boot Camp: Part II

Date: 04/25/2019

12:30 PM - 2:30 PM

Course Curriculum
Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a call to action to elevate the consistency of care provided to every patient, every time. More than a survey, it is an opportunity for patients to have a voice in the quality of care they receive and is a tool for them to hold us accountable. As such, improving the patient experience is a top priority for hospitals and health systems.

Join us for our two-part series—HCAHPS Boot Camp: Winning Patient Experience (PX) Improvement Strategies. Our team of experts will share a compelling case for change; the national HCAHPS landscape; and strategies to motivate your leaders, staff, and physicians for sustainable improvement.

Speakers – Healthcare Experience Foundation
Katie Owens, MHA, CPXP, Co-Founder and President
Kathy Bowswell, B.S., Coach and National Speaker
Hope Brown, Chief Exerience Officer

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.

As a coach and national speaker, Kathy Boswell combines proficiency in health care human resources and organizational development with customer service work, resulting in a highly experiential coaching and mentoring style. A strategic thinker, she focuses on solutions, approaching improvement with creativity, innovation, and collaboration.

Hope Brown has applied her expertise in statistical analysis, physician studies, and patient experience to help clients use their data to improve customer service and achieve market leadership. She is recognized as a leading consultant to hospitals and health care systems seeking to leverage best practice models to maximize HCAHPS scores. Her skills in executive training and physician engagement and her deep-seated knowledge of multiple product lines round out a broad base of experience that has enabled her to contribute significantly to the health care industry.


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 strategies to engage staff in HCAHPS performance.

2. Provide training and development on key competencies that will improve service and quality.

3. Build domain-specific action plans to influence performance.

4.  Engage participants in three next steps to build and broaden an excellent patient experience.