Patient Experience Strategy for CNOs and Executives

Patient Experience Strategy for CNOs and Executives: Creating Masterpiece Moments-Extraordinary Leadership for Extraordinary Caring

1.0 CNEU

Overview

As a leader within your organization, you shoulder the responsibility for ensuring optimal outcomes alongside exceptional patients and family experiences. Foundational to this responsibility is a healthy environment for your staff within which they engage and flourish, and where they’re encouraged to be innovative in their approach to problem-solving to make exceptional experiences the norm. This program recognizes that a sustainable and exceptional patient experience strategy is impossible without inspired and well-prepared leadership. It sets a foundation where leaders can better understand barriers to a sustainable exceptional experience culture and create an environment where refreshed approaches can root for enhanced performance.

This interactive 2-day program offers you the strategies and tools to succeed amid the pressures of changing reimbursement, healthcare consumerism, unprecedented transparency and workplace stress.

What you’ll explore

• How to apply patient experience strategy to increase operational and organizational strength

• How to future-proof your organization and remove barriers to patient satisfaction

• Strategies to move from chasing scores to strengthening culture

• How to prepare your workforce to create exceptional experiences

• The co-creation imperative for sustainable success

• Powerful approaches to align leaders’ voices across the organization
  

• Exceptional experience design principles and tools

Ongoing monthly check-in webinars are included with this course to ensure long-term success and sustainability.

Key topics

• Current state approaches vs. future proofing the organization

• Aligning patient experience pursuits with operations priorities

• Moving from chasing scores to strengthening culture

• Understanding conditions driving patient experience competency issues

• Comprehensive patient experience strategy components

• Preparing to create and implement experience strategy

• Preparing the workforce to create exceptional experiences

• Understanding the co-creation imperative and why it matters

• Aligning the leader’s voice for the entire organization

• Uncovering barriers to reliable patient experience performance

• Exceptional experience design principles and tools and their application

• Roles and resources for patient experience culture enhancement

• Aligning patient experience with quality, safety and finance

Who should attend

Visionary, innovative leaders intent on continually enhancing the care environment for patients and staff

• CNOs

• C-suite executives: Chief patient experience offers, Chief innovation officers, CMOs, CQOs

• Clinical leaders

• Frontline leaders

Important details

Due to the educational nature of this program, there is no program fee to attend. Participants will be responsible for their own airfare, hotel, and ground transportation upon arrival. All meals, educational experiences and ground transportation during the program will be covered, including ground transportation to O'Hare at the conclusion of the program. Attendees stay at the Sheraton Northbrook at a discount rate of $139/night plus tax, inclusive of breakfast. Evening dinner events are educational in nature and a required part of the program.

About The Medline Patient Experience & Innovation Institute

Hospitals and Health Systems throughout the US count on Medline for over 500,000 products and solutions that assist in the care of patients and protection of staff. Medline has a continuing commitment to assist healthcare providers to offer the best thinking, practices and service for patients. In 2018 the newest solution for customers was launched: The Medline Patient Experience and Innovation Institute.

This new resource offers dynamic training, coaching and consulting support for healthcare clients who strive to enhance and align their operations to exceed the expectations and imagination of those who count on them for care. Interactive programs are offered at Medline headquarters in Northfield for teams to explore their overall patient experience strategy, build new internal coaching competencies, stretch their thinking around more effective problem solving and consider ways to build a more innovative and high performing culture. Unlike some patient experience education programs, the Medline Patient Experience and Innovation Institute is designed for practical, real-life applications. The content is focused beyond patient satisfaction score chasing and toward building a reliable strategy for exceptional experiences that includes safety at the core.