Dr. Doug Finefrock, an Emergency Physician, is the founding Vice-Chair and Residency Program Director at the Hackensack Meridian School of Medicine 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 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

Publications

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


Briggs K, Sharma L, Chandrasekaran A, Douglas C, Aroh D, Finefrock D. “Improving Nursing Communication Skills and HCAHPS scores- The effect of a hybrid training program”. Journal of Nursing Management. 2018 Feb;49(2):51-53. PMID: 29337719


London KS, Druck J, Silver MA, Finefrock D. “Teaching the Emergency Department Patient Experience: Needs Assessment from the CORD-EM Task Force”. Western Journal of Emergency Medicine. Jan;18(1):56-59. PMID: 28116009


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. PMID: 26759663


London KS, Druck J, Silver MA, Finefrock D. “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.

Radio Interview

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

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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


“A Comprehensive Team Plan to Improve you Emergency Department’s Patient Experience”, Jane Phillips Medical Center- Ascension Health- Inaugural ED Patient Experience Workshop. Bartlesville, OK, 2/11/19


“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

International Presentations

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


“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

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


“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

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


PatientSET™ #1: Introduction for All Healthcare Providers


PatientSET™ #2: Hospital Best Practice High-Risk Videos


PatientSET™ #3: Office Best Practice High-Risk Videos


PatientSET™ #4: Introduction for Nurses


PatientSET™ #5: HCAHPS Videos for Nurses


PatientSET™ #6: Healthcare Customer Service Videos for Nurses


PatientSET™ #7: Healthcare Customer Service Videos for ED Triage


PatientSET™ #8: Healthcare Customer Service for Other Employees


PatientSET™ #9: Annual Review for All Healthcare Providers


PatientSET™ #10: Annual Review for Nurses


PatientSET™ Observer Training Course

Testimonials

” 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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