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When the Ground Shifts – Implications and key strategies for rebuilding your patient experience

December 9 @ 8:00 am - 9:00 am MST


The COVID-19 pandemic has shifted patient perceptions in dramatic ways across the United States. Our analysis has found heightened variability throughout the pandemic. This session will explore the Healthcare Experience Foundation’s national pandemic analysis. We will explore data trends across the continuum of care to provide context for your own performance evaluation and goal setting. Time will also be devoted to supporting participants with practical strategies to adopt in your organization to make the patient experience a unifying force moving forward.

At the conclusion of this session, participants should be able to:

  • Discuss changes in patient perceptions during the pandemic from the Healthcare Experience Foundation’s national analysis.
  • Identify the context for shifting patient perceptions across the continuum of care.
  • Develop practical strategies to make the patient experience a unifying force moving forward.

Chief Executive Officer, Chief Medical Officer, Chief Nursing Officer, Compliance Officer, Patient Experience personnel, Quality Improvement personnel, Risk Manager, Legal Counsel.

Katie Owens believes the healthcare experience matters for every person: Patients, Caregivers, and Providers. She has worked from the front lines of healthcare to senior leadership roles. Now, she is taking bold steps to assure every organization has access to resources to achieve results. As the senior leader of a national consulting firm, she has worked with hundreds of organizations and thousands of leaders to equip their cultures and instill competencies that achieve breakthrough performance with quality, safety, patient experience, and workforce engagement. Her fundamental tenet is that every person is worthy of an environment where they can receive and deliver the best possible care. She is Lead Author of the HCAHPS Imperative for Patient-Centered Excellence and frequently authors in respected industry publications and journals.

This speaker has no real or perceived conflicts of interest that relate to this presentation.

December 2; 5:00 p.m. MTN

Access instructions and materials will be emailed to the person completing the registration prior to the program date. If you do not receive the instructions at least 24-hours in advance, please contact IHA.


Registration are no longer available.


December 9
8:00 am - 9:00 am MST
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