Patient Experience Becomes a Point of Emphasis

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• 2013
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  First Impressions Are Critical to Patient Experience
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  How to Improve on the HCAHPS Patient Satisfaction Survey
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  Why A Better Patient Experience Now
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  Overcoming Concerns About Creating a Better Patient Experience
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  Excellent Communication Remains at the Core of Improved Patient Satisfaction

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  Why A Better Patient Experience Now
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  Effective Communication: Often Overlooked, Misunderstood
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  Patient Experience Becomes a Point of Emphasis
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  How to Improve on the HCAHPS Patient Satisfaction Survey
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  First Impressions Are Critical to Patient Experience

• point of emphasis
• patient experience
• patient care
• patient satisfaction
• HCAHPS
• hospital reimbursements
• patient communication
• nonverbal communication
• hospitals compete
• patients are consumers
• Communication with patients
• patients as consumers
• answering caregiver concerns
• role of hospital leaders
• Better patient experience
• CMS reimbursement
• value based purchasing
• quality of care
• Affordable Care Act
• PatientSET Program
• Patient Satisfaction Survey
• CMS reimbursement to hospitals
• value-based purchasing
• excellent communication
• top four drivers of HCAHPS ratings
• good first impression
• first impression behaviors
• proper healthcare
• healthcare communication

• PatientSET™ Program
• PatientSET™ Education
• PatientSET™ Assessment