In the medical practice and group environment, the patient experience is more than just the words spoken or actions taken by providers. It is a complex and interactive process that requires careful planning and practice to achieve the best possible outcome for all involved. From the contact center to the office staff, practice manager, APPs, and physicians, every team member plays a crucial role in shaping the patient experience and building loyalty. This highly interactive session will delve into researched key drivers of medical practice loyalty and provide strategies to expand practice leader development to cultivate a loyal patient base. Attendees will learn about the skills and competencies that staff, APPs and physicians can demonstrate to transform the patient experience, with case studies, success factors and common pitfalls along the way. The presenters will leverage didactics, interactive polling and group exercises to engage learners. All participants will leave this session with an action plan to take back to their organization and implement right away.
Learning Objectives:
Discover the key drivers of the medical practice experience that create patient loyalty and the influencers of staff, physician and APP engagement
Report key milestones in the medical practice experience, including national and local strengths and opportunities to improve
Use evidence-based communication strategies that create excellent patient experiences, generate loyalty and support teamwork in the medical group environment
.jpg "Katie Owens, MHA, CPXP photo")