How can we be more …


in today’s healthcare environment?

See how physicians and nurses at over 300 hospitals nationwide have used the online, video communication PatientSET™ Program to improve the patient experience and HCAHPS scores.

PatientSET™ Program

Dr. Doug Finefrock is Chair and Professor of Emergency Medicine at Griffin Health, an internationally-recognized Planetree patient-centered hospital.

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 the overall patient experience. There are currently physicians and nurses in over 300 hospitals nationwide participating in the PatientSET™ Program.

Patient Experience Publications and Presentations


Finefrock D, Patel S, Zodda D, Nyirenda T, Nierenberg R, Feldman J, Ogedegbe C.“Patient-Centered Communication Behaviors That Correlate With Higher Patient Satisfaction Scores”. Journal of Patient Experience.2018 Sep;5(3):231-235. PMID: 30214931.

Radio Interview

Highway to Heart, Humor, and Honesty in Healthcare Interview.

Keynote Presentations

“Commencing Your Professional Journey; A Patient-Centered Focus” . Hackensack Meridian School of Medicine, 2020 Class of Medical Students Virtual White Coat Ceremony. Nutley, NJ, 7/24/20.

International Presentations

“Highway to Heart, Humor and Honesty” Speak Up and Stay Alive Presentation for Cleveland, OH 2/2/20.

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.

Regional Presentations

“Strategies to Improve the Patient Experience in the Emergency Department”. Grand Rounds, St. Joseph’s, Department of Emergency Medicine, Paterson, NJ, 10/21/20.

Book Chapter

“Highway to Heart, Humor and Honesty in Healthcare”. Book Chapter entitled: “Someone Else’s Shoes”, #1 Amazon Best Seller, 6/26/20

PatientSET Curriculum

Founder of PatientSET™ CME Program- 11 Courses from The Sullivan Group


” Dr. Finefrock is the top #1 or #2 physician in our specialty at improving the patient experience. “

” Best online education I’ve ever had in my 17 years of nursing. The case samples kept my interest be­cause they were not made up or fictional. You presented real life catastrophes for us to learn from. Excellent! “

” This was a particularly valuable activity and reminded/reinforced very basic but crucial interpersonal skills. I was also intrigued by the evidence correlating patient satis­faction with malpractice activity. “

” Great real-life examples of cognitive errors to be avoided. I’ll really be on the lookout when I return to work tonight! “

” This course provided very effective adult learning via clear/understandable objectives, multiple choice exams and visual aids (outstanding/real clinical re-enactments)! “

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