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.

Course Highlights:

• 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.

CEUs
3

Length
176 min

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