A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

Hidden Opportunities to Design a Better Experience

May 14, 2019
11:35am - 12:15pm
Room 25

Nebraska Medicine uses an innovative approach to enhance the patient experience - one rooted in the discovery of hidden opportunities to design a better experience for patients and staff.

In this session, as attendees will learn, Observational-Based Patient Interviewing and the Skeptic's Lens are two key tools used to uncover insights into the kinds of behavior that create a 'wow' experience. Training helps staff learn how they can leverage social dynamics within the care experience to enhance their personal satisfaction through the delivery of 'wow.' This approach has resulted in substantial improvements in patient experience scores and, alongside other concerted efforts, continues to drive Nebraska Medicine toward a culture of excellence.


Executive Director of Patient Experience
Nebraska Medicine
Lead Patient Experience Advisor
Nebraska Medicine

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