HFPN Webinars

Improving the Patient Experience: Small Changes, Big Results

On September 10, the HFPN hosted a very important webinar that addressed and connected the patient experience with quality-of-care scores. Henry Ford Medical Director of Care Experience Rana Awdish, MD presented on this topic, offering eye-opening information practical advice for providers.

You can now watch the replay of this webinar. Below is more background on the content and presenter.

Improving scores directly impacts quality scores and reimbursement in value-based care contracts. Providers may not realize how deliberate, small changes can bring asymmetric returns.

To help with this, the HFPN presented Improving the Patient Experience: Small Changes, Big Results. The webinar featured national thought leader in the area of patient experience – Medical Director of Care Experience and Los Angeles Times best-selling author Rana Awdish, MD.

“Patients use communication as a surrogate marker for competency,” Dr. Awdish said. “Though providers may not know how the patient is assessing them in real-time, there are things to look for and mark as an indication that the patient feels heard and valued. Press Ganey surveys provide useful data, which can be used by providers to glean relevant data. Using that information to understand how patients view the encounter can allow providers to make small changes that reliably produce more favorable patient experience scores.”

Dr. Awdish has been a pulmonary and ICU physician at Henry Ford for 16 years. Her medical trajectory changed abruptly when she became critically ill herself and had an opportunity to view the provision of care from a patients’ perspective. From that experience, Dr. Awdish penned her book, In Shock: My Journey from Death to Recovery and the Redemptive Power of Hope. This book is now used as required reading at several medical schools and underscores the importance of compassion and connection and their roles in achieving optimal health outcomes for patients.

In this one-hour webinar, Dr. Awdish provided insights and tactical tools to providers on how to bridge the disconnect that can move patients from frustration and noncompliance to satisfaction and adherence. These same techniques will improve provider engagement and fulfillment in their own work.