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“What is your why?” Using Patient Feedback to Hardwire Best-Practices and Improve Communication and Care Coordination
Learn how a Patient Experience and Quality Management partnership developed a strategy to improve core Consumer Assessment of Healthcare Providers & Systems (CAHPS) domains of Communication and Care Coordination across the healthcare system. This presentation will discuss:
• Building Interdisciplinary Teams
• Defining the Attributable Effects
• Applying Evidence-Based Tactics.
Two key questions that drove insightful feedback from patients will also be revealed

Dec 8, 2021 02:00 PM in Eastern Time (US and Canada)

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Lori Jensen, MSW, LISCW
Chief Experience Officer @Nebraska Western Iowa Heath Care System
In addition to being Chief Experience Officer, Lori is also the manager for the Patient Advocate Program at Nebraska Western Iowa Heath Care System (NWIHCS). Lori says cooking is her love language, she enjoys camping, and most of all LOVES spending time with her five grandchildren.
Barbara Ihnen-Carlson, MSN, RN-BC, CPHQ
Nurse Quality Generalist @Nebraska Western Iowa Heath Care System
Barbara enjoys long motorcycle rides, any setting overlooking a body of water, and most recently she is learning to wakeboard. Lori and Barbara are praised by leadership for being tenacious and passionate to develop and spread evidence-based strategies to improve medical excellence and compassionate care for the Veterans they serve.