Huntington Convention Center | Cleveland, OH
A Cleveland Clinic & HIMSS Event. Find out more
Dr. Patricia Calayag is the deputy director of Westmed Medical Group, and champion of Westmed's Five Star Patient Experience Initiative. In her role, Dr. Calayag has spearheaded the development of technology and innovation designed to automate real time reaction to patient feedback. Together with her team, Dr. Calayag has worked to understand the points of delight and areas of improvement on the Westmed patient journey, and affect processes and standards that make it easier for the entire team to create positive healthcare experiences for every patient, every time. Dr. Calayag's scope of practice includes general obstetrics and gynecology, both high- and low-risk pregnancies with special interest in fertility, laparoscopy and minimally invasive surgery. She sees patients from adolescent through menopausal years. She has been in private practice since 1995 in Westchester and the Bronx, and joined Westmed Medical Group in June 2008. She is affiliated with Greenwich Hospital in Connecticut.
In 2016, WestMed Medical Group presented a program at this event detailing its robust service-excellence training. While the organization improved its Press Ganey scores, leaders felt they were not successful in embedding the core values of empathy and compassion into the heart of our team. Westmed decided to take a granular look at its patient experience at every touch point leaving no stone unturned.
As attendees will hear, what started as a book club among emerging leaders tasked with developing a strategy to enhance the patient experience, developed into a multi-faceted program crafted to address transformation at every level of the organization.