Schedule - RSE

RSE Virtual Workshop Series: Boost Patient Engagement With ICH CAHPS
Series Schedule

This four-part series aims to assist dialysis providers in creating a well-defined patient experience program that improves patient engagement and subsequently ICH CAHPS score. The series is designed to enhance the knowledge and skills of the attendees in different areas of patient care as it relates to overall patient experience.

Part One:
In-Center Hemodialysis Consumer Assessment of Healthcare Providers and Systems: A Survey To Improve Patient Engagement & Experience

Presenters:

Naveena Reddy, MBA, MS, RD
Charles Coe, MSN, HCSM, RN, CNN

Learning objectives:

Describe ICH CAHPS history and overall process
Identify facility role and responsibilities
Explain the patient communication process of ICH CAHPS

Tools Provided:

In-house survey with auto analysis tool

Part Two:
The Patient’s Experience with Nephrologist & Dialysis Staff

Presenters:

Naveena Reddy, MBA, MS, RD
Lee Parker, RN, CNN

Learning objectives:

Identify the consequences of dissatisfied patients
Apply strategies to improve patient engagement in working with the staff and physicians
Perform root cause analysis to identify gaps at the facility and action steps

Tools Provided:

Fish-bone analysis worksheet and action steps grid
Strategies to improve patient experience

Part Three:
Strategies to Improve Patient Engagement at Clinic Level

Presenters:

Naveena Reddy, MBA, MS, RD
Charles Coe, MSN, HCSM, RN, CNN

Learning objectives:

Identify areas of improvement within the facility to create a patient-friendly center
Demonstrate patient engagement in clinic processes
Train staff to improve patient experience

Tools Provided:

Customer service board
“Troubleshoot” guide for popular patient concerns

Part Four:
Quality Management to Improve Patient Engagement and Experience

Presenters:

Naveena Reddy, MBA, MS, RD
Charles Coe, MSN, HCSM, RN, CNN

Learning objectives:

Identify areas of patient engagement in quality management processes
Describe the concept of Quality Paradigm
Demonstrate ways to improve staff accountability in engaging patients

Tools Provided:

The Quality Paradigm worksheet

Access this workshop series and tools today! This valuable resources is available on-demand for a limited time! Purchase Today!