Patient Experience Hub: Team Resources | eLearning | Links | Community

Patient Experience Hub

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Welcome to my Patient Experience Hub! I’m so excited that you are taking my Enrich Your Job and Boost HCAHPS Scores eLearning program. If you’d like to view the free Program Preview of 3 lessons, click here: Avanoo

You will find several resources on this page:

Links to all 30 Research & Team Resources pdfs. Each pdf contains the Enrich Your Job and Boost HCAHPS Scores lesson’s research resources and a Team Huddle Question for you to discuss as a team.
If your hospital or healthcare system wants to earn CME or CE accredidation for this HCAHPS eLearning program, here is a Link to Patti’s CME Addendum HCAHPS Research L ist. Patti has done all the work for you. Please contact her for a word document that contains all the documentation (except for your hospital-specific needs data) needed for a CME accreditation application for this program as well as Patti’s Living Powerfully During Nonstop Change eLearning program.
Helpful Links to videos and other resources that you might find useful in improving your Patient Experience and HCAHPS Scores. A Community Page where you can share stories of how you applied what you took away from the eLearning.

Please contact me if you have ideas you would like me to address in future eLearning programs. I’m also interested in your stories (positive or negative) for future healthcare programs.

Explore other parts of my website as I have many free articles, case studies, and learning resources available for you.

Sign up for my blog where I provide tips to improve your customer service, change resiliency, communication, and leadership skills.

Patient Experience Hub: Team Resources | eLearning | Links | Community

As a result of your work with us, we have made a steadfast commitment to make superior customer service a competitive advantage for our bank. And to date, the results of your program have been remarkable: • Customer complaint letters have declined 90%; • Customer compliment letters have increased nearly 50%; • Regulatory complaints are at an all-time low for our region. We could not have done this without you. I cannot tell you how many people have thanked our executives for bringing this program to Western Michigan. That is amazing considering that this program was “mandatory attendance” – our staff’s excitement about the program is truly a reflection of your talent and ability to hold the attention of a “captive” audience!

Fifth Third Bank