Warm Welcome Webinar

Designing a Warm Welcome Process to Create Lasting First Impressions and Improve Patient Experiences

Maricris Miller, MBA, MHA, OTR/L
Beverly Thornton, BA, RN

PAST WEBINAR: Thursday, June 29, 2017 at 2:00pm EST

To create a more consistent process to orient patients at admission, Charleston Area Medical Center (CAMC) implemented an initiative in January 2016 to ensure each patient a friendly, engaging welcome paired with education about their hospital stay. To standardize the messages delivered, CAMC produced a five-minute "Warm Welcome" video, which all patients watch within 12 hours of admission.

Since the rollout of this program, every inpatient unit in each of the four hospitals has embraced the "Warm Welcome" video as part of a new patient admission process using the SmarTigr Interactive Patient Engagement System. Through these efforts, CAMC has seen increases in patient satisfaction, staff engagement and a decrease in patient admission time. 

Learn about CAMC’s successful implementation of their “Warm Welcome” video, their lessons learned, and the advice they have to share with other hospitals about improving the patient experience. 

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