Understanding with Your Heart: Connecting First-Hand Testimony with Data to Improve the Patient Experience

Using an interactive approach, participants in this session will view first-hand patient experiences (video format) with information about setting up the interviews, questions to be asked, and approaches to foster rich dialogue. Following each interview, we will explore the connection of those customer experiences to patient satisfaction reports and formulate a series of questions for leadership development. Participants can use this structure to build a "learn with your heart"experience at their facility. This session will explore the essential components of first-hand customer experience, and how organizational leaders can use them to improve the patient experience through emotional understanding.