Improving Patient Satisfaction Webinar

Improving Patient (and Staff) Satisfaction While Reducing Non-Clinical Requests

Tracy Bell, MBA

PAST WEBINAR: Thursday, March 16, 2017 at 2:00pm EST

Tracy Bell, Project Manager for Strategic Partnerships at the Johns Hopkins Armstrong Institute for Patient Safety and Quality, led a discussion on how using an interactive patient engagement system helped to improve the patient experience and positively affect HCAHPS scores at The Johns Hopkins Hospital. She shared how Johns Hopkins encouraged patients to bypass clinical staff (RNs), using the system to reroute non-clinical requests, such as room cleanliness, nutrition services, etc. Using SmarTigr to reroute these service requests to the appropriate non-nurse staff resulted in more time for clinical staff to focus on patient care – thereby improving overall patient satisfaction. Concrete examples with pre- and post-data were presented.

Prior to her current role at the Johns Hopkins Armstrong Institute, Ms. Bell was the Senior Project Administrator for Patient Experience at The Johns Hopkins Hospital. She has led and managed many patient experience improvement initiatives in community hospitals, academic medical centers, and at the overall health system level for many years. In her current role with the Armstrong Institute, Tracy works to bring quality and safety improvement initiatives to other hospitals and health systems in the United States and around the world. She received her MBA from the Rochester Institute of Technology.

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