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

Optimizing the Patient Experience: A Team Approach

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

5 Reasons to Attend

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 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.

Class Highlights

  • Learn why team engagement is essential for MACRA and how the patient experience affects quality measures.
  • Define the teamís 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.
  • Learn practice marketing tactics and strategies for creating and managing a social media presence for your office.

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.


"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 

Practice Management Institute® (PMI) teaches physicians and their staff 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
WEBINAR 6/15/20229:00 AM-12:00 PM
Map it! AUGUSTA 8/11/20221:00 PM-4:00 PM
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Not able to attend a live session?
Check out our self-paced version!

Online Training

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.

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