Real-World Lessons in Patient Experience: A Conversation with Joan Kelly

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In this insightful interview, Joan Kelly, the former Chief Experience Officer of two health systems, Yale New Haven Health and NYU Langone Health System, shares some of the themes of her doctoral thesis including the impact of Covid-19 on inpatient experience for patients as well as real-world patient experience lessons she’s learned throughout her career.

Other related topics include:

  • True patient engagement: definitions, data, and design
  • How using the voice of the patient at scale to drive data-driven operational improvements
  • Q & A from the audience

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ANCC® Magnet Certification and Re-certification

Quality Reviews, working collaboratively with the American Nurses Credentialing Center (ANCC), created a crosswalk of Quality Reviews’ questions to the nine patient satisfaction categories (see below) delineated in 2014 and 2019 Magnet® Application Manuals. This crosswalk was approved by ANCC in November 2017.

    • Patient engagement / patient-centered care
    • Care coordination
    • Safety
    • Service recovery (may be ambulatory)
    • Courtesy and respect
    • Responsiveness
    • Patient education
    • Pain
    • Careful Listening