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Resources

Webinar: OAS CAHPS Is Coming - Are You Ready?

Beginning in January 2016, CMS will launch voluntary national implementation of the Outpatient and Ambulatory Surgery CAHPS (OAS CAHPS) Survey. The standardized survey will provide hospital outpatient surgery departments and ambulatory surgery centers with information about patients’ experiences of care in these care settings.

This complimentary webinar is designed to help you understand the survey, its implications, and why you should consider implementing now. 

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Client Webinar: Service Recovery – Creating a System for Success

Client Webinar: Service Recovery – Creating a System for Success

No one wants to disappoint their customers. But unfortunately service failures can and do occur, even among the most service-centered organizations. How you handle problems, however, separates the mediocre from the service stars.

In this one hour session, author, consultant, and patient experience thought leader Kristin Baird sheds light on how to create a successful service recovery system across an organization for lasting success.

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Client Webinar: Staff Recognition - Revitalizing Relationships that Drive Employee Engagement

Client Webinar: Staff Recognition - Revitalizing Relationships that Drive Employee Engagement

Norton Healthcare has achieved excellent employee engagement results in the area of recognition. Their success stems, in part, from examination into when, where, and how recognition is used across the organization.

They have also undertaken efforts to ensure consistency in how recognition is applied across their five hospitals, numerous Immediate Care Centers, Physician Offices, and nonclinical settings.

Learn how Norton Healthcare has created a recognition program that excites employees, motivates them to perform at a higher level, drives loyalty to the organization, and encourages staff to take ownership and pride in their work.

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Client Webinar: Transforming Culture Through Daily Huddles

Client Webinar: Transforming Culture Through Daily Huddles

Since 2010, Henry Mayo Newhall Hospital has been on a journey to improve the culture of their organization through Daily Huddles.

In this webinar, join Avatar Solutions and Henry Mayo Newhall Hospital to hear how this organization continues to guide cultural transformation using this effective collaboration process, and what innovations they apply to help it stick.

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Client Webinar: Managing Ambulatory Patient Expectations to Enhance Perceptions of Care

Client Webinar: Managing Ambulatory Patient Expectations to Enhance Perceptions of Care

The University of Florida Health – Shands Hospital educates patients about hospital expectations, pain control, and anesthesia prior to going into surgery.

In this webinar, learn about their journey using Expectation Management and Medical Information (EMMI) to achieve improvement in their Provision of Care, Treatment, and Services patient experience scores.

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Client Webinar: Defending the Data – How to Approach the Hard Questions at Your Organization

Client Webinar: Defending the Data – How to Approach the Hard Questions at Your Organization

Have you ever been asked,“How can I know my survey data is reliable?”

Many patient experience leaders have faced this common question and ones like it. Don't get caught off guard again! In this webinar, we share proven presentation and communication strategies you can use to gain stakeholders' trust in their survey data.

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Webinar: Employee Engagement Case Study from Norton Healthcare

A Webinar Featuring Best Practices from Norton Healthcare

Many people remember encouraging comments or colorful stickers on their elementary school homework assignments. Teachers make these comments to build students' self-esteem, and to show hard work is noticed and appreciated. It turns out an individual’s need to be recognized doesn’t change much as he gets older. 

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Client Webinar: Patient Safety and Experience Across the Continuum

Client Webinar: Patient Safety and Experience Across the Continuum

This session addresses what patients want and expect around safety as part of their experience. We look at what patients make of the care they experience from a safety perspective.

How current survey instruments like HCAHPS do and do not assess for patient perception of safety is also explored, as well as how Avatar clients utilize the survey as a "validation tool" and explore practices that move towards creating a positive patient experience and reinforcing a culture of safety.

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