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Understanding Patient Perceptions

Are They Patients or Are They Customers
Building Compassion
Experience of care vs Satisfaction with Experience of Care
Environmental Services Delivering Patient Centred Care
Our Ageing Population
Only Angry Patients Return Surveys, Right?
Patient Experience Quality Safety
Patients Want Information and Compassion
Satisfaction in Aged Care
The Magic of Mystery Shopping
Walk in Your Patients Shoes

Surveying Fundamentals

Communicating With Staff About Satisfaction
Do Data Collection Methods Make a Difference
Don't Downplay Patient Satisfaction With Experience
Impact of Public Reporting on Satisfaction
Patient Feedback – Are You Acting on Flawed Data
Reliability and Validity of Survey Tools
Satisfaction Research - Responding to the Naysayers

Patient Experience Improvement Strategies

3 Best Practices - Improving the Healthcare Patient Experience
18 Commandments for Service Improvement
Achieving Success in Day Surgery Services
Best Practice in Day Surgery Satisfaction
Best Practices in the Discharge Process
Building Health Literacy
Complaints Management (After the Oops)
Coordination of Inpatient to Home Health
Criteria for Performance Excellence
Dealing with Difficult-for-Me People
Easing The Wait For Patients
Emergency Care for Elderley Patients
Emotional Support Through Technology
Empowered Patients are More Satisfied
Encouraging Patients to Ask
Hourly Patient Rounding
How to Build Patient Experience
Improving Nurse Communication With a 56-Second Strategy
Increasing Value in the ED
Innovative Practices in Patient Experience
Its not the Facility - Its the Care - ED Case Study in Satisfaction
Lets Talk About Pain
Maintaining Excellence During Construction and Renovation
Meeting the Emotional and Spiritual Needs of Patients
Need an Interpreter - Simply Open the APP
Nursing and the Patient Experience
Nurturing a Collaborative Culture in ICU
Patient Experience – Taking it to the Next Level
Practical Applications in Cultural Competence
Putting Community into Community Health
Redesigning Care for people who need sleep
Reducing Patient Suffering
Reducing Serious Safety Events
Small patients need big safety and reliability goals
The Impact of the Perioperative Nurse
The Power of Empathy and Communication Symmetry
Total Patient Experience Not Just Satisfaction
Words the Most Powerful Drug
With Hospital Food its all About Delivery

Workplace Culture Improvement Strategies

2016 Nursing Special Report
Board Report on Quality
Building a High Performance Workforce
Developing the New Frontline Manager
Employee Empowerment Fact or Folklore
Employee Partnerships The Key to Developing Employee Relationships
Finding Your Champions
How Engaged are Your Nurses
Leadership for the External Environment
Measuring Your Workplace Culture of Engagement
Mid-Career Nurses Show Decreased Satisfaction
My People Were Trained - Why Don't They Act That Way
Nursing and the Patient Experience
Nurturing Your Safety Culture
Recognition Best Practice
Reward and Recognition Best Practice
Roadmap For Behaviour Accountability
Stimulating Innovation in Health Care Services
Tale of Two Generations
Validation - Trust Your Staff - But Check
What Top Healthcare Performance Looks Like
When Doctors and Nurses become Partners

DOCTOR SATISFACTION STRATEGIES

Model of Doctor Partnerships
Patient Loyalty in Medical Practices
Predicting Doctor Loyalty
The Growing Importance of Doctor-Hospital Relations

Improvement Through Technology

Electronic Medical Records - Tips for Successful Implementation
Need an Interpreter - Simply Open the APP
There's an App for That
Using Technology to Connect With Patients

Quantifying Return on Investment in Satisfaction Improvement

2017 Strategic Insights
Cardiac Mortality and Patient Satisfaction
Home Health Care Patient Satisfaction = Retention
Improving Patient Satisfaction - Quantifying the Return on Investment 1
Improving Patient Satisfaction - Quantifying the Return on Investment 2
Linking Patient Satisfaction and Malpractice Risk
Measuring the Impact of CDC
Patient Experience Link to Re-admission
Patient Experience Linked to Surgical Outcomes
Relationship Between Satisfaction and Re-admission - Duke Study
The Convergence of Safety, Quality, Experience and Caregiver Engagement
What Top Healthcare Performance Looks Like
Why Promote Patient Loyalty