Online Training Course

Prod ID: 378
Optimizing the Patient Experience

Satisfied and engaged patients are most likely to achieve better outcomes, which helps your office maximize payment incentives. Learn why team engagement is essential for the Quality Payment Program (QPP) and how the patient experience affects quality measures. Create a plan to follow-up and act on negative feedback. Learn when and how to discharge patients not following their care plan.




176 min



Promote patient engagement and healthy outcomes, and improve your bottom line.

This course covers five areas:

1.  Create a patient-centric experience that promotes engagement in their own care.

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

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

4.  QPP / MIPS / APMs

5.  Care Compare and Public Reporting

Class Highlights

  • Learn why team engagement is essential for QPP 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.
  • Know what is reported on Care Compare and in the PDC for doctors and clinicians. 
  • Review the impact of online ratings and measurement websites.
  • Patients and caregivers grade their experiences 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 the results.
  • Establish and enforce patient discharge criteria and procedures.
  • The best way to respond to negative reviews.
  • Learn practice marketing tactics and strategies for creating and managing a social media presence for your office.

Jan Hailey


Jan Hailey has more than 20 years of experience in healthcare with proficiency in administration, coding, and billing roles. She joined Saint Joseph Physician Network located in Mishawaka, IN as the Director of Quality in November 2015. In 2019, her role transitioned into Director of Care Management with Select Health Network, an entity of Saint Joseph Health System. This transition allowed for her expertise to expand beyond the physician network to lead a comprehensive interdisciplinary team across the health system and work closely with providers, management, staff, community and payers to develop strategies on process improvement, gap closures and patient experience.  

Jan also developed a documentation improvement program and is currently implementing an education program for Hierarchical Condition Category (HCC) coding in order to improve risk scores. She holds four professional certifications in office management, coding, and compliance. She is a member of WPS Medicare’s Provider Outreach and Advisory Group, Indiana Association for Healthcare Quality.

Jan has a passion for teaching and facilitates educational programs nationwide. Prior to joining Saint Joseph, Jan was the Director of Quality, Coding and Compliance for one of the largest health systems in Northern Indiana.

Participants will learn that clinical quality can depend highly on patient engagement. Current payment models offer incentives for providers and hospitals that are successful in engaging patients in their care. Team engagement is essential.

This instruction will benefit anyone working with a medical office team in an outpatient setting: managers, clinicians and outpatient staff. 

Learn strategies for improving the patient experience and better understand the connection between positive effects of patient satisfaction, engagement, and medical outcomes.

As the Chief Operating Officer of a very busy GI practice, I receive many of the patient complaints across my desk and have spent countless hours on the phone speaking with angry patients regarding their patient experience at our practice.  Many times these conflicts or negative impressions could have been easily prevented or resolved if the staff was committed or better educated on how to provide the best patient experience. Sometimes it is a flawed process or workflow and sometimes the staff just needed to listen to the patient.

This course will enable the participants to better understand the impacts these negative experiences can have on reputation management, quality measures, and expansion.

Changing the culture to become more patient-centric involves the physicians, staff, and patients.  This course will assist the practice in beginning to think outside the box, offer tips and tools to increase patient satisfaction, and create a solid plan of improvement.

Deborah McNeilance, MBA, CMOM, CMIS, CPC, CMC, Chief Operating Officer 

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