Enhancing the Patient Experience for a Competitive Edge

Take control of important touch points and transform patients into loyal fans


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This program is part of the following certificate:

Continuing Education

This class is eligible for the following continuing education credits:

Ohio CPA 6 CPE
PMI Project Manager 6 PDU
Physician 6 CME

Case Western Reserve University School of Medicine is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.

Case Western Reserve University School of Medicine designates this live activity for a maximum of 6 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.


Questions about finding the right program, corporate packages, or planning your visit? We're here to help.

216.368.6413 or 800.736.6403

Value-based purchasing and transparency in patient satisfaction reporting are creating a burning platform for healthcare organizations to improve the patient experience now! Those who can deliver a consistently positive patient experience will reap the benefits of higher reimbursement and better patient retention. But to achieve the ideal patient experience, healthcare leaders need to understand the patients’ perspective and develop a culture that engages the hearts and minds of both employees and providers. Success takes more than a list of tactics - it requires strategic objectives and transformational leadership.

This session will help you understand the patient perspective and how to spot opportunities for improving at key touch points. You’ll identify key drivers of success and begin the process of creating a methodical service excellence work plan.

Instructor Date and Time Location  
Kristin Baird   Tuesday, Aug. 12 from 9 a.m. to 4:30 p.m.
Cleveland, OH Add to Cart

Kristin Baird  
Date and Time:
Tuesday, Aug. 12 from 9 a.m. to 4:30 p.m.
Cleveland, OH
Add to Cart


  • Why now? What’s creating an unprecedented burning platform?
  • How patients define quality
  • Methods for drilling down into the patient experience to gain a greater understanding and appreciation for the patient perception
  • Why a great experience takes more than simple “smile lessons”
  • Key drivers of success
  • Levels of accountability for service awareness, service delivery & service recovery including the senior leader’s role, middle manager’s role and the role of every front line employee
  • How culture shapes the patient experience
  • Evaluating the culture and infrastructure
  • 3 things that will erode a leader’s credibility
  • Fostering engagement among managers, staff and physicians
  • Steps for driving accountability and competencies
  • Transformational vs. transactional leadership
  • Your action plan

Learning Outcomes

As a result of attending this program, participants will:

  • Identify current market influences that demand improvement now
  • Explore how patients define quality and how that definition differs from that of the healthcare organization
  • Review 6 non-survey methods used to assess the patient
  • Discover the key drivers of success
  • Assess the levels of accountability for service to both internal and external customer
  • Recognize the role of organizational culture in the patient experience
  • Define 3 things that can erode the leader’s credibility
  • Understand the difference between transformational leadership and transactional leadership
  • Prepare a structure for a service excellence work plan

Who Should Attend

This session is designed for both middle managers and senior leaders who want to improve the patient experience. It is ideal for leadership teams who have identified the patient experience as a strategic objective and need a either a roadmap or compass for the journey.


Individual Participants: $645
Package Pricing: 1 class day per participant

Available Discounts


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Weatherhead School of Management
Case Western Reserve University

10900 Euclid Avenue
Cleveland, Ohio 44106-7235 USA