Creating a Culture of Service Excellence, improving your Patient Experience

Program

Following their presentation at the 2011 Press Ganey National Client Conference, leadings patient experience practitioners Greg Erickson and Rhonda Dishongh of Memorial Hermann Hospital System (MHHS) conducted a free on-line follow-up session answering questions and providing additional information about the patient experience success they’ve achieved.

Attendees of their presentation at the Press Ganey conference in November, were invited you to submit their questions in advance.

The webinar was hosted by Qaalfa Dibeehi, Chief Operating and Consulting Officer of Beyond Philosophy, the consultancy that worked with MHHS to redesign its patient experience and become a respected industry leader.

You are welcome to hear their discussion. 

BACKGROUND

When Memorial Hermann acquired Northeast Medical Center in 2007, Greg Erickson and Rhonda Dishongh found themselves on the same leadership team. With complementary strengths and weaknesses – her natural talent toward recognition; his toward accountability – they found a professional balance. “The Hammer” and “the Pollyanna” quickly joined forces, leading the struggling Northeast Medical Center to success as a top performer in Memorial Hermann Hospital System.

Five years later, Erickson and Dishongh continue to drive leadership throughout their departments, with successful outcomes across the board. Together they lead the hospital in patient and employee satisfaction efforts as the co-leaders of the organization’s Customer Experience Council. Their efforts have resulted in the award-winning hospital being nationally-recognized for its culture and patient satisfaction.

LEARNING OBJECTIVES

Attendees of this webinar will:

• Learn about the award-winning patient experience success achieved by Memorial Hermann Hospital System.
• Have the opportunity to provide questions, either in advance or during the session, which will be addressed in the webinar.
• Understand how you can maximize HCAHPS reimbursements by improving patient experience and satisfaction.

Creating a Culture of Service Excellence - Part 1

Creating a Culture of Service Excellence - Part 2

Speakers Panel

	Rhonda Dishongh, Director of Patient Access and Customer Experience Design, Memorial Hermann Hospital System
	Greg Erickson, Director of Imaging, Memorial Hermann Hospital System
	Qaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy

If you have any questions or requests related to this topic please feel free to contact Kalina Janevska at kalina.janevska@beyondphilosophy.com