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Optimizing the Healthcare Experience for Patients: Improving Service & Clinical Outcomes
Length: 3 Hours 3 minutes
There is increasing evidence that good customer service not only pleases patients and caregivers but it is also highly linked with better clinical outcomes. This interactive program will cover simple inexpensive ways to increase the level of customer service in a nursing home/rehab environment. It will specifically address how to implement these strategies with patients who have dementia, mental health conditions and personality disorders as well as those who are receiving rehab services. The program will also discuss ways to use humor and better bedside manner to increase satisfaction for family caregivers which will in turn increase better clinical outcomes for the patient.
Content Leve: Beginner to Intermediate
Date of original program: 9.9.2022
Stephanie Goldstein
Stephanie Goldstein, BSW, LBSW, has been in healthcare for more than 15 years. Her experience includes both working directly with patients and as a manager in mental health and long term care. She is passionate about educating patients and families on options while promoting self-determination for those with complex physical, cognitive or mental health diagnoses. A frequent guest lecturer for Johns Hopkins University’s Certificate on Aging program, she also loves teaching professionals about best practices in working with older generations.
