They Did “WHAT?!” Capturing Patient Experience to Increase Patient Satisfaction

Originally presented November 28, 2018

Presentation recording coming soon.
 

Overview

A patient’s “experience” is the entirety of all the interactions that person has had within the health care system. Each member of a health care team plays a role in enhancing patient satisfaction, which contributes to the patient experience. There are a variety of ways in which this can be accomplished, such as understanding the expectations patients have while in our laboratories, engaging employees with their work, learning how to increase and sustain positive patient interactions, and discussing tools used to capture that data.

 

Presenter

Photo of Jennifer L. Storlie, Outpatient Laboratory Supervisor, Mayo ClinicJennifer L. Storlie
Outpatient Laboratory Supervisor
Mayo Clinic
 

 

 

 

Learning Objectives

Upon completion of this activity, participants should be able to:

  • Define the difference between service and experience.
  • Discuss the importance of patient experience in today’s health care environment.
  • Share expectations patients have while in our laboratories.
  • Explain how employee engagement plays a role in the patient experience.
  • Describe tools used at Mayo Clinic.

 

Intended Audience

This series is appropriate for phlebotomists, phlebotomy managers, phlebotomy educators, and other patient care staff involved in specimen collection.
 

Level of instruction

Intermediate
 

Credit

The following types of credit are offered for this event:
ASCLS P.A.C.E.®
State of California
State of Florida

To obtain credit:

  1. Register for and participate in the program.
  2. Complete the evaluation that will be sent to you after the program.
  3. Generate and print your certificate(s).

 

ASCLS P.A.C.E.®

Mayo Medical Laboratories is approved as a provider of continuing education programs in the Clinical Laboratory Sciences by the ASCLS P.A.C.E. ® program. This program has been approved for a maximum of 1.0 P.A.C.E® contact hour.

State of California

Mayo Medical Laboratories is approved as a Continuing Education Accrediting Agency for Clinical Laboratory Sciences for State of California. This program has been approved for 1.0 contact hour.

State of Florida

Mayo Medical Laboratories is approved as a Continuing Education Accrediting Agency for the clinical laboratory sciences for the State of Florida. Florida Board of Clinical Laboratory Personnel has designated this program for General credit. This program has been approved for 1.0 contact hour.

 

Faculty Disclosure

As a provider accredited by ACCME, Mayo Clinic College of Medicine and Science (Mayo Clinic School of Continuous Professional Development) must ensure balance, independence, objectivity, and scientific rigor in its educational activities. Course director(s), planning committee, faculty, and all others who are in a position to control the content of this educational activity are required to disclose all relevant financial relationships with any commercial interest related to the subject matter of the educational activity. Safeguards against commercial bias have been put in place. Faculty members also will disclose any off-label and/or investigational use of pharmaceuticals or instruments discussed in their presentations. Disclosure of this information will be published in course materials so those participants in the activity may formulate their own judgments regarding the presentations.

National Physician Payment Transparency Program

Mayo Medical Laboratories is not an applicable manufacturer or applicable group purchasing organization (GPO). (GPOs, per the Centers for Medicare & Medicaid Services, and this program do not trigger any reporting requirements pursuant to Open Payments [Sunshine Act] legislation.)

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This post was developed by our Education and Technical Publications Team.