Sprinkling Pixiedust on Patient Experience

Using customer service principles in a healthcare setting seems like an “out-of-the-box” method to improve patient experience efforts. However, you’d be surprised with how transferrable the lessons learned from a quality customer service leader can develop your front-line staff members. This session will assist in understanding our unique customer mix, explain how to listen for the unmet need and establish behavioral expectations for staff by using these methods.

On-Demand Webinars

Opportunity Knocks: Using Reporting Data During EPIC Implementation to Drive Improvements in Patient Safety


Sometimes simple changes can have a powerful impact. At least, that's what the folks at Brigham & Women's Faulkner Hospital learned after adding two new fields within the safety reporting system just prior to implementing EPIC. To their surprise, weekly safety reporting and safety reporting engagement from front line staff increased by 25% at a community hospital in Boston, MA.

A Proactive Approach to Patient Advocacy with Memorial Healthcare


Learn how Memorial Healthcare in Owosso, Michigan developed, implemented, and maintained process improvement through their Speak Up initiative - a program designed to assist staff awareness of the importance of reporting patient safety concerns.

Putting Prevention First: Mitigating Risk at Winnipeg Regional Health Authority


When it comes to our facilities, it’s important to have the right tools in place to help identify, manage, communicate and monitor risk. In this webinar, Christy Rogowski and Diane Jansen share, their journey from before Risk Register to their implementation experience with RL. What’s more, attendees will hear how WRHA is currently using Risk Register and what’s in store for its future.

Improving Safety in Only 15 Minutes a Day!


Bassett Medical Center embarked on developing a safety huddle structure and system that employed many novel approaches to encourage and sustain engagement and accountability. This presentation will show how the huddle quickly became an embedded and beloved part of the organization’s safety infrastructure, and the resulting success has exceeded expectations.

Maximizing an Enterprise Risk Management Program at Your Hospital


More and more healthcare organizations have implemented or are considering comprehensive Enterprise Risk Management (ERM) programs, as a practical means of managing risk and developing appropriate organizational strategies. This presentation provides an overview of the comprehensive Business Risk Assessment process, a critical element of an effective ERM program, and an important step in the move towards full implementation of an ERM program that provides continuous value.

Building a Patient and Employee Safety HRO Program


By the end of this webinar, participants will have an understanding of: The importance of unifying your patient and employee safety reporting, how SCL Health uses successful HRO tactices like weekly safety huddles, and how to use your event reporting system to support an HRO culture.

Panel Presentation: Stay Ahead of the Curve with Remote System Administration


In this webinar, you’ll hear stories from ProMedica, University of California, San Francisco, University of California, San Diego, and Providence Care and their experience with the RSA service. Our panel of experts will walk audiences through how the service supported them during periods of transition and change, and how it can be applied to any kind of organization.

Creating and Sustaining a Safety Reporting Community


In this presentation, attendees will learn how MEE has increased staff reporting, yielded greater physician and resident trust in event reporting as well as a stronger sense of the importance of safety event reporting among staff, which has contributed to allowing them to overcome obstacles.

Components of a Successful Patient Experience Strategy


Attend this webinar to hear insights on a few of these strategies, to reflect on your organization’s approach to improving the patient experience and to learn what you can do to help your organization achieve its patient experience goals.

Managing Patient Safety Events With Bryan Health


In this webinar, Sue Corkill, Bryan Health's Clinical Systems Analyst will walk attendees through the health system's structure for reporting, and the methodologies used for capturing information on patient safety events.

The MRSA Epidemic: A Call to Action


Through the stories of those who have faced the life-threatening infection, attendees will learn about the tools available for MRSA tracking programs, strategies for prevention, and the need for transparency to improve your quality of care.

Creating a Culture of Safety: From Bedside to Boardroom with Windsor Regional Hospital


Long-time RL clients, Windsor Regional Hospital successfully moved to the current RL6 platform in 2013. Hear how the hospital developed customized forms, used RL6 data to track and monitor results and shared their performance with the organization. In addition, hear how RL6 ultimately enhanced the organization's processes—not to mention promoted a culture of safety.

Better Together: How UC Health Achieved Success with a Consolidated Feedback System


Join representatives from University of California Davis, Los Angeles and San Francisco Medical Centers for this engaging panel discussion. Learn how different institutions produce, manage and ultimately report out their work to ensure the best patient experience possible.

Using Lean Principles to Improve Patient Experience


Join us on September 16th, 2015 at 1:00PM EST for our latest webinar on patient experience. Presented by Palo Alto Medical Foundation's Adrineh Poulatian, this webinar will teach attendees key lean management principles that can be applied to any patient experience intiative within a healthcare organization.

Using RL6 to Drive Enterprise Risk Management


This webinar will walk the audience through the process Kaiser Permanente North West took break down historical silos to create a interconnected risk management platform for previous disparate departments, such as employee health, workplace safety, interacted disability management, and regional security through RL6:Risk.

Striving for Zero IV Pump Errors: A Unique Approach


After noting an increased trend in IV pump events, Lehigh Valley Health Network developed a Failure Mode Effects Analysis (FMEA) which was conducted to determine the contributing factors that were causing colleagues to program pumps incorrectly.

Declan Donoghue Collaborative Care Program


In this session, Ms. Nicole Donoghue and Dr. Savithri Nageswaran will describe why and how the Declan Donoghue Collaborative Care Program was developed, the model of collaborative care and clinical outcomes of the program.

How Organizational Culture Impacts the Patient Experience


Learn specific strategies that healthcare leaders can use to unleash a culture of of service and empathy.

Peer Review: Innovating Change


Learn how focusing on system failures rather than on individual ones results in a peer-review process built on strong interdisciplinary relationships.

Using Occurrence Reporting Data to Improve Patient Care


Learn strategies for managing occurrence report data.

Antimicrobial Stewardship: An Infection Preventionist’s Perspective


Explore how Infection Preventionists can partner with other departments to create effective antimicrobial stewardship initiatives.

The Meaningful Care Organization: Patient-Centered Strategies for the Intersection of MU and ACOs


Hear a summary of the current status of ACO formations and an overview of the recently-released Stage 2 MU objectives.

Next Steps: Continuing Care for our Patients


Learn how St. Joseph Mercy Hospital developed a program that addresses family and patient concerns after emergency department care.

Improving Patient Outcomes and Experience: How to Include the Patient and Family


Learn tips to including the patient and his or her family in the patient's safety to help ensure the best outcomes.

Creating Board Reports Using RL Solutions Feedback and Risk Software


Learn valuable information from RL Solutions clients about Board Reports to improve software utilization and outcomes, and increase your software knowledge.

The Role of the Patient Experience in Value-Based Purchasing


Learn how CMS' rules for value-based purchasing incorporating clinical outcomes and patient’s experience will have a profound impact on the reimbursement paid for inpatient hospitalization.

Establishing Structure for Addressing the Disruptive Patient and Family Members


Learn best practices for establishing an effective protocol for managing disruptive behavior among patients and families.

Closing Communication Loops: A Critical Component of Healthcare Service Recovery


Learn best practices in closing loops and the resulting affect on your organization’s quality of care and bottom line.