Optimizing the Patient Experience: A Team Approach

Patients and caregivers grade their experiences based on feelings, actions, and results. When they are satisfied and engaged, they are most likely to achieve better outcomes. This training will empower your team to employ communication strategies that improve patient engagement, satisfaction, outcomes, and your practice reimbursement.

Managers, clinicians, and office staff are encouraged to attend to learn what information is reported, how it is selected for public reporting, and how these ratings correlate with performance measures. Health Outcomes Survey measures are included in the Star Ratings for Medicare Advantage quality incentive payments. Learn how to impact these measures with patient engagement surveys, communications, goal-setting, and much more.

"I receive many of the patient complaints across my desk and have spent countless hours on the phone speaking with angry patients regarding their patient experience at our busy GI practice. Many times these conflicts or negative impressions could have been easily prevented or resolved if the staff was committed or better educated on how to provide the best patient experience. Sometimes it is a flawed process or workflow and sometimes the staff just needed to listen to the patient. This course will enable the participants to better understand the impacts these negative experiences can have on reputation management, quality measures, and expansion, assist the practice in beginning to think outside the box, offer tips and tools to increase patient satisfaction, and create a solid plan of improvement."

Deborah McNeilance, MBA, CMOM, CMIS, CPC, CMC, Chief Operating Officer

PMI CEUs: PMI Certified Professionals will earn 3 PMI Continuing Education Units (CEUs) for attendance at this program. If you are seeking CEU credits for other certifications, contact your organization for preapproval and credit guidelines. A certificate of attendance will be provided for attendance at this program.


Tuesday, November 11, 2025 Optimizing the Patient Experience: A Team Approach 9:00 AM-12:00 PM (Program# 25965-1111) 3 PMI CEU(s) Where: HARRIS COUNTY MEDICAL SOCIETY - WEBINAR HOUSTON WEBINAR, Fee: $239 per person Includes instructional materials Seating is limited. Please register early! Register: Fax: 210-691-8972 Phone: 800-259-5562 Mail: SHELBY ROBERTS PRACTICE MANAGEMENT INSTITUTE 10223 MCALLISTER FWY, SUITE 104 SAN ANTONIO, TX 78216		Optimizing the Patient Experience: A Team Approach Patients and caregivers grade their experiences based on feelings, actions, and results. When they are satisfied and engaged, they are most likely to achieve better outcomes. This training will empower your team to employ communication strategies that improve patient engagement, satisfaction, outcomes, and your practice reimbursement. Managers, clinicians, and office staff are encouraged to attend to learn what information is reported, how it is selected for public reporting, and how these ratings correlate with performance measures. Health Outcomes Survey measures are included in the Star Ratings for Medicare Advantage quality incentive payments. Learn how to impact these measures with patient engagement surveys, communications, goal-setting, and much more. "I receive many of the patient complaints across my desk and have spent countless hours on the phone speaking with angry patients regarding their patient experience at our busy GI practice. Many times these conflicts or negative impressions could have been easily prevented or resolved if the staff was committed or better educated on how to provide the best patient experience. Sometimes it is a flawed process or workflow and sometimes the staff just needed to listen to the patient. This course will enable the participants to better understand the impacts these negative experiences can have on reputation management, quality measures, and expansion, assist the practice in beginning to think outside the box, offer tips and tools to increase patient satisfaction, and create a solid plan of improvement." Deborah McNeilance, MBA, CMOM, CMIS, CPC, CMC, Chief Operating Officer PMI CEUs: PMI Certified Professionals will earn 3 PMI Continuing Education Units (CEUs) for attendance at this program. If you are seeking CEU credits for other certifications, contact your organization for preapproval and credit guidelines. A certificate of attendance will be provided for attendance at this program.