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Home > Curriculum > Optimizing the Patient Experience: A Team Approach

Optimizing the Patient Experience: A Team Approach

Patients that are both satisfied and engaged are most likely to achieve better outcomes. But satisfied and engaged patients are not the same thing. MACRA’s financial incentives and penalties are associated with patient engagement and outcomes. This class helps lay the groundwork in pursuit of better patient care and improved outcomes.

5 Reasons to Attend

1.  Your team will learn how to maximize patient satisfaction and engagement to improve outcomes and incentive payments.

2.  Involve patients and their families with surveys and clinical engagement methods.

3.  Receive tips and tools to measure patient satisfaction and boost quality measures.

4.  Create a plan to follow-up and act on negative patient feedback.

5.  Learn when and how to discharge patients not following their care plan.

New for 2017:  Clinicians can receive partial or full payment credit for care coordination, beneficiary engagement, and patient safety as part of a new performance category introduced this year.

Class Highlights
  • Learn why team engagement is essential for MACRA and how the patient experience affects quality measures.
  • Define the team’s role in patient satisfaction and patient engagement as part of the overall patient experience.
  • Understand the connection between quality measures and reporting outcomes.
  • Review the impact of Internet-based ratings such as Physician Compare, HealthGrades, and peer-to-peer measurement websites.
  • Patients and caregivers grade their experience based on feelings, actions and results. Learn how this correlates with performance measures.
  • Make a timeline that includes a patient experience continuum and improvement goals.
  • Discuss a plan for future gains in performance measures.
  • Create a patient survey and act on results.
  • Establish and enforce patient discharge criteria and procedure.

Who Should Attend

Managers, clinicians, and office staff are encouraged to attend.


This class is for anyone working with a medical office team in an outpatient setting.

Class Materials

A course manual is provided. No supplementary materials are required.


Practice Management Institute® (PMI) teaches physicians and their staffs how to properly navigate complex healthcare issues and secure every dollar rightfully due. PMI programs focus on solutions for coding, reimbursement, compliance and practice productivity. These training programs have been hosted in leading hospitals, medical societies and colleges across the U.S. for more than 30 years.

Program Schedule

LocationDate / TimeRegister
Map it!DALLAS TX 4/11/2017
9:00 AM-12:00 PM
Map it!DALLAS TX 4/11/2017
1:00 PM-4:00 PM
Map it!PLANO TX 4/12/2017
9:00 AM-12:00 PM
Map it!PLANO TX 4/12/2017
1:00 PM-4:00 PM
Map it!ARLINGTON TX 4/13/2017
9:00 AM-12:00 PM
Map it!ARLINGTON TX 4/13/2017
1:00 PM-4:00 PM
Map it!HOUSTON TX 4/18/2017
9:00 AM-12:00 PM
Map it!HOUSTON TX 4/18/2017
1:00 PM-4:00 PM
Map it!HOUSTON TX 4/19/2017
9:00 AM-12:00 PM
Map it!HOUSTON TX 4/19/2017
1:00 PM-4:00 PM
Map it!WEBINAR US 4/19/2017
12:00 PM-1:30 PM
Map it!HOUSTON TX 4/20/2017
9:00 AM-12:00 PM
Map it!HOUSTON TX 4/20/2017
1:00 PM-4:00 PM
Map it!MONROE LA 4/21/2017
8:00 AM-11:00 AM
Map it!MONROE LA 4/21/2017
12:00 PM-3:00 PM
* Indicates more information

Continuing Education Units (CEUs)

PMI CEU APPROVED Earn 3 PMI CEUs for attendance at this program. Practice Management Institute grants CEUs for its certified professionals based on total number of instructional hours (1 CEU per hour of classroom instruction). CEUs may be applied to annual recertification requirements, as directed in the certification renewal requirements for your credential(s).

If you are seeking CEU credits for other certifications or organizations, please contact your organization for pre-approval and credit guidelines. A certificate of attendance will be provided. HOME | Curriculum | Locate a Class | Products | Discussion Forum | Sitemap | Policies | Contact Us!
Practice Management Institute®
8242 Vicar Dr., San Antonio, TX 78218
tel: 1-800-259-5562 | fax: (210) 691-8972

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