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

Optimizing the Patient Experience: A Team Approach

The connection between the positive effects of patient satisfaction/engagement and medical outcomes is well established. Promoting patient engagement and healthy outcomes also impacts your practice's bottom line. Current payment models provide incentives for providers and hospitals that are successful in engaging patients in their care. CMS and other payers reward high-value, high-quality clinicians with payment increases and reduce payments to those clinicians who are not meeting performance standards. A patient-focused culture is central to the success of any healthcare organization.

This training will empower your team to employ communication strategies that maximize patient satisfaction and increase engagement to effectively improve outcomes and incentive payments. Patients and caregivers grade their experiences based on feelings, actions, and results. When they are both satisfied and engaged, they are most likely to achieve better outcomes. Involve patients and their families with surveys and clinical engagement methods. Create a plan to follow up and act on negative patient feedback.  Gain tips and techniques to best measure patient satisfaction and boost quality measures and learn about tools technology offers for enhancing patient engagement.

The instructor will explain in easy-to-understand terms the direct relationship between quality measures and reporting outcomes and review the impact of provider rating systems such as Medicare Care Compare and the Provider Data Catalog. Learn what information is reported, how it is selected for public reporting, and how these ratings correlate with performance measures. Gain details on Health Outcomes Survey (HOS) measures which are included in the Star Ratings for Medicare Advantage quality bonus payments.
  • Surveying patients and acting on the results
  • Skillfully addressing negative feedback
  • Setting goals to impact the patient experience
  • Planning for performance measure gains
  • Promote patient engagement and healthy outcomes, and improve your bottom line.
Who Should Attend: Managers, clinicians, and office staff

Prerequisites: 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

Program Schedule

There are no live classes available at this time. See below for more options.

No live session available or unable to attend?
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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