Dr. Doug Finefrock, an Emergency Physician, is the Director of the EM Residency and Vice-Chair of the ER at Hackensack University Medical Center in New Jersey.  Dr. Finefrock partnered with The Sullivan Group and created the PatientSET™ Program "Satisfaction Every Time", an online, video healthcare provider communication training program.  The goal is to improve HCAHPS scores and the overall patient experience. There are currently physicians and nurses in over 300 hospitals nationwide participating in the PatientSET™ Program .  

Dr. Finefrock also founded the "Patient Experience Education and Evaluation" Task Force through the Council of EM Residency Directors (CORD-EM). The task force has identified a national need to improve patient communication training  and resident understanding of patient satisfaction metrics. It provides educational materials for all residency programs and residents. 

 

Radio Interview

Hackensack University Medical Center- Emergency Medicine Residency

 

Patient Experience Keynote Presentations:

 

“Improving the Patient Experience: Leadership Knowledge Translation”, Annual Leadership Meeting, Emergency Medicine Associates, Washington, DC, 4/12/16

 

Strategies for Improving Patient Satisfaction in Emergency Departments”, Annual Physician Advisory Council, Hospital Corporation of America (HCA), Memphis, TN, 9/11/13 

 

Patient Experience Publications & International Presentations:

 

London K, Singal ‎B, Fowler ‎J, Prepejchal R, Stefanie Simmons S, Finefrock D. “A Delphi Method Analysis to Create an Emergency Medicine Educational Patient Satisfaction Survey". Western Journal of Emergency Medicine. December 2015;16 (7): 1106-1108.  DOI: 10.5811/westjem.2015.10.28291

 

London KS, Druck J, Silver MA, Finefrock DC.  “What the Resident’s Don't Know Will Hurt them: The 2015 Patient Satisfaction Educational Needs Assessment”.  Annals of Emergency Medicine. October 2015, Volume 66, Issue 4, Supplement, Page S29.

 

Council of EM Residency Directors Academic Assembly Advances in Education Research and Innovations Forum, 2015, April 13: Delphi Method Analysis for Creation of an Emergency Medicine Grounded, Education Based Patient Satisfaction Survey

 

Seton Hall University Annual Research Colloquium, 2015, April 24: London KS, Singal B, Fowler J, Prepejchal R, Finefrock DC.  “An Emergency Medicine, Education-Based Patient Satisfaction Survey Created through Delphi Method Analysis”

 

“What the Resident’s Don't Know Will Hurt them: The 2015 Patient Satisfaction Educational Needs Assessment”. American College of Emergency Physicians, Annual Scientific Assembly Boston, MA 10/26/15

 

“Implementing a Program to Improve HCAHPS and ED Patient Satisfaction Scores”. The Cleveland Clinic, Annual Patient Experience Summit, Cleveland, OH, 5/21/14

 

“Knowledge Translation Workshop: Are Your Patient Satisfaction Scores Driving you Mad? The 12-Step Program to Improving Your Patient’s Experience and YOUR Satisfaction”. American College of Emergency Physicians,, Annual Scientific Assembly Chicago, IL 10/28/14

 

“Happy Patients, Happy Doctors: Improving Patient Satisfaction Decreases Your Liability”. American College of Emergency Physicians,, Annual Scientific Assembly. Chicago, IL 10/29/14

 

“Win-Win: How Improving the Patient Experience Improves Your Job Security”. American College of Emergency Physicians,, Annual Scientific Assembly, Chicago, IL 10/29/14

 

“Win-Win: How Improving the Patient Experience Improves Your Job Security”, American College of Emergency Physicians,, Annual Scientific Assembly, Seattle, WA. 10/17/13

 

“Decrease Your Liability by Increasing Your Patient Satisfaction Scores”. American College of Emergency Physicians,, Annual Scientific Assembly, Seattle, WA. 10/17/13

 

National Presentations:

 

“Identifying Communication Behaviors Associated with Higher Physician Patient Satisfaction Scores”, Council of EM Residency Directors, Academic Assembly, Advances in Education Research and Innovations Forum, Nashville, TN 3/6/16.

 

“The Effect of Resident Physicians on Press Ganey Scores in the Emergency Department”, Council of EM Residency Directors, Academic Assembly, Advances in Education Research and Innovations Forum, Nashville, TN,  3/6/16,

 

"Delphi Method Analysis for Creation of an Emergency Medicine Grounded, Education Based Patient Satisfaction Survey", Society of Academic Emergency Medicine (SAEM) Annual Meeting. San Diego, CA.  5/15/15

 

“Chair Task Force Update on Patient Satisfaction Education and Evaluation in EM Residencies”. Council of EM Residency Directors (CORD) Annual Academic Assembly. Phoenix, AZ. 4/16/15

 

“Building a New Program: Faculty Recruitment and Development”. Council of EM Residency Directors (CORD) Annual Academic Assembly, Phoenix, AZ. 4/13/15

 

“Delphi Method Analysis for Creation of an Emergency Medicine Grounded, Education Based Patient Satisfaction Survey”. Council of EM Residency Directors (CORD) Annual Academic Assembly, Phoenix, AZ. 4/13/15

 

“Decrease Your Liability by Increasing your Patient Satisfaction Scores”, XL Malpractice Insurance Webinar, 1/22/15

 

Patient Centered Care in Today’s Healthcare Environment”, Healthcare Leadership Network of the Delaware Valley of the American College of Healthcare Executives (ACHE), Annual Spring Institute, Jefferson Health System, Radnor, PA. 5/2/14

 

“Implementing Effective Patient Satisfaction Improvement Programs & Impact of Value-Based Purchasing Changes”, American Society for Healthcare Risk Management (ASHRM), Webinar. 1/16/14

 

“Empowering Managers & Leaders with the Educational and Assessment Tools to Improve the Patient Experience”, The Beryl Institute 1st Annual Webinar. 12/3/13

 

Regional Presentations:

 

“The Emergency Medicine Patient Experience and You”, Newark- Beth Israel, Emergency Medicine Grand Rounds, Newark, NJ.  12/16/15

 

“Healthcare Communication Training”, The Ohio State University Fischer College of Business, Columbus, OH.  10/19/15

 

“The Status of Emergency Medicine and Patient Satisfaction”, Morristown Memorial Hospital, Emergency Medicine Grand Rounds, Morristown, NJ.  4/21/15

 

“Mentoring for Medical Students: Advice from the Program Directors”, Hofstra North Shore- Long Island Jewish School of Medicine, Grand Rounds Panel Discussion, Hempstead, NY.  2/28/15

 

“Integrating the Patient Experience (HCHAPS) in Healthcare Delivery”, The Ohio State University Fischer College of Business, Grand Rounds. Columbus, OH.  2/11/15

 

“Happy Patients, Happy Doctors: Improving Patient Satisfaction Decreases Your Liability”, Rutgers- New Jersey Medical School, Grand Rounds, Newark, NJ 1/28/15

 

“Win-Win: How Improving the Patient Experience Improves Your Job Security”, Rutgers- New Jersey Medical School, Grand Rounds, Newark, NJ 1/28/15

 

“Win-Win: How Improving the Patient Experience Improves Your Job Security”, Mount Sinai- Beth Israel Medical Center, Emergency Medicine Residency Conference, NY, NY.  8/6/14

 

“Patient Satisfaction and the Affordable Care Act”, 1st Annual, New Jersey EM Residency Symposium, Newark, NJ. 3/5/14

 

“Why Improving the Patient Experience is Critical in Today’s Healthcare Environment”, Mount Sinai-Beth Israel Medical Center, Emergency Medicine Residency Conference, NY, NY. 10/2/13

 

“Improving the Patient Experience in the Emergency Department: High-Risk Video Demonstrations”, Mount Sinai-Beth Israel Medical Center, Emergency Medicine Residency Conference, NY, NY.  10/2/13

 

“Win-Win: How Improving the Patient Experience Improves Your Job Security”, Central Michigan University, Emergency Medicine Residency Conference, Saginaw, MI. 8/29/13

 

“Improving the Patient Experience in the Emergency Department: High-Risk Video Demonstrations”, Central Michigan University, Emergency Medicine Residency Conference, Saginaw, MI. 8/29/13

 

“Strategies to Improve HCAHPS and the Overall Patient Experience in Hospitals”, Elliot Health System, Regional Conference of Patient Experience and Risk Management Teams, Manchester, NH. 4/19/13

 

Media Links:

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ABC News: Electronic Medical Records in the ER