September 9, 2014
We Hear You: Listening to Our Patients from Dissatisfaction to Satisfaction
Presented by: Sheila Stevens, Pamela Prissel, and Dawn Hucke of Mayo Clinic
Please note our new location: Centennial Hall at the Kahler Hotel
The Mayo Clinic value is, “the needs of the patient come first.” Patients are the most important people in our healthcare system and we try to listen every day, every moment, at every level of the organization. Participants attending this presentation will learn how Mayo Clinic’s Office of Patient Experience listens to patients and finds ways to turn a patient’s poor experience into an improved one. We seek to understand patients’ feedback – concerns and compliments, and behaviors of staff to provide unparalleled experiences for our patients. Feedback is used in continuous improvement efforts and training of staff to ensure that the patient centered care we strive to provide is truly at the heart and soul of all we do.
Following this presentation, participants will be able to:
1. Define the methods used to help you listen to the voice of patients/customers.
2. Describe the approach used to improve your patient/customer experience.
3. Examine the complaint management process used at Mayo Clinic for potential application within your own organization.
Date: Tuesday, September 9th, 2014
Location: Centennial Hall @ the Kahler Hotel Downtown Rochester
Time: 7:30 am Registration, Networking and Lite Breakfast
7:45 am Announcements & Introductions
8:00 am Program
9:00 am Adjourn
Hotel Map: http://dh2q09y4gfx76.cloudfront.net/cms/pressroom/floor_plans.pdf
Metered Parking is available just outside Victoria’s Restaurant, or you could select to park in a parking ramp. Please visit http://www.rochesterparking.com/ to see you parking ramp options.
Cost: Members $0, Students; Partners $20; and Non-Members $30
Watch the recorded event here:
