Tuesday, June 14, 2022
12:00 PM-1:00 PM
Kansas Hospital Association
While every organization strives to deliver exceptional, trusted, safe, patient-centered quality care – do they really? A consumer’s perception of quality at an organization is impacted by moments of truth – those moments that form an impression. This session is about hardwiring the behaviors and processes that lead to a culture of higher clinical quality and reliability, safe and efficient care delivery and operational excellence from the patient, employee and physician perspective. During this presentation, Karen Cook will lay the foundation for how to create an environment of trust. Every interaction can impact trust and the perception of quality, but those that show caring and concern can be a key differentiator. Starting with our own individual accountability, strategies to ensure compassion is a platform for all interactions will also be shared throughout the session. Not only is this good for patient and family centered care, creating an environment of trust through compassion contributes to our own resilience.
- Define the value of compassion in healthcare.
- Outline five moments of truth that impact a customer perception of quality.
- Describe two strategies to build our own resilience through compassion.
Who Should Attend
All hosptial staff interested in improving the patient experience.
This webinar series is complimentary to WHA Hospital Members.