Learning Lab Search Results

Why Patient Experience Matters in the Medical Practice Setting

Published March 31, 2020

When working to improve the patient experience at any organization, it is important to determine that organization’s performance “gap” – the gap between present performance and the organization’s ultimate goal. The aim of this guide is to provide methods to close the determine...

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Medical Practice Toolkit: Pre and Post-Visit Communication

Published July 28, 2014

Medical Practice Toolkit: Pre and Post-Visit Communication ( DOWNLOAD THE ENTIRE TOOLKIT ) Medical Practice Pre- and Post-Visit Communication Guidelines and Key Words – Overview Medical Practice Pre-Visit Communication Guidelines and Key Words – Overview Medical Prac...

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9 Tips to Make Patient Experience Data Meaningful for Clinicians and Staff

Published October 24, 2017

Even under the best of circumstances, clinicians and staff have a difficult time understanding and analyzing CG CAHPS, HCAHPS, OAS CAHPS and other patient experience reports , which can be “data rich, information poor.” Jeff Morris, MD, offers 9 simple tips for making this ...

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What Right Looks Like: A Provider Feedback Conversation Using the INVEST Framework (14 minutes)

Published July 02, 2015

In this demonstration of "What Right Looks Like," Dan Smith and Tony Schuster conduct a kickoff performance feedback conversation between physicians using Studer Group's Provider Feedback System and following the INVEST Communication Framework (Introduce, Narrate, Validate, Ex...

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Medical Practice Toolkit: Managing Waits and Delays

Published July 28, 2014

Medical Practice Toolkit: Managing Waits and Delays ( DOWNLOAD THE ENTIRE TOOLKIT ) Medical Practice Managing Waits and Delays Guidelines and Key Words Medical Practice Managing Waits and Delays Standard Medical Practice Rounding in the Reception Area Guidelines and ...

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Are You Ready for a Chief Experience Officer?

Published May 04, 2017

The Chief Experience Officer title is one of the newest and most important additions to the healthcare C-suite over the last decade. This role was driven by the need to have someone in the organization at the executive level focus on CAHPS, increased transparency and rapidly g...

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Managing Drug Seeking Behaviors & Super Users in the Emergency Department

Published July 10, 2011

How to deal with patients exhibiting chronic pain or drug seeking behaviors for fewer complaints and better care.

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Patient Feedback vs. Survey Results: Diagnose the Disconnect with Actionable Data

Published October 03, 2017

Do your patients say nice things when you round on them, but your CAHPS surveys tell a different story? Learn how gathering actionable data when you round can expose gaps in care that affect your patient experience.

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Video: Improving Cleanliness Composite - EVS Upson Regional (18 Minutes)

Published March 12, 2013

If you are watching this video as part of an assignment, please download this form , complete it, and share your feedback with your supervisor.

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Video: Sequencing Influential Messages

Published February 27, 2013

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