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April 25-27, 2012The Worthington Renaissance HotelFort Worth, Texas
www.theberylinstitute.org
April 25-27, 2012
Fort Worth, Texas
www.theberylinstitute.org
Welcome to Patient Experience Conference 2012As the global community of practice and premier thought leader on improving the patient experience, The Beryl Institute is committed to providing you resources and connections to help on your patient experience journey.
The Patient Experience Conference, our premier annual event, is designed to reinforce the value of learning and collaboration central to our mission at the Institute. During the next three days, we encourage you to network with other leaders, share your strategies and collect new ideas. In the end, this event is for you and our hope is that it offers you new discoveries on taking your organization’s patient experience to a new level.
Look forward to meeting you and enjoy!
Special Thanks to Our Sponsors
Platinum Sponsors
Swank HealthCarewww.swankhealth.com
Gold Sponsors
Avatar International, LLCwww.avatar-intl.com
Leebov Golde Groupwww.quality-patient-experience.com
Skylight Healthcare Systemswww.skylight.com
Talent Pluswww.talentplus.com
TruthPointwww.truth-point.com
Silver Sponsors
Gelb Consulting Groupwww.gelbconsulting.com
JD Powerwww.jdpower.com
Making Hospitals Quietwww.makinghospitalsquiet.com
Tower Strategieswww.towerstrategies.com
Thursday OutingSponsors
BerylHealthwww.BerylHealth.com
Phytelwww3.phytel.com
Vitalswww.vitals.com
Jason A. Wolf, Ph.D. Executive Director | The Beryl Institute
WEDNESDAY, APRIL 25
8:30 AM Pre-Conference Workshops Sensemaking-Engaging Others in the Patient/Family Experience Bur OakThe HCAHPS Imperative for Patient-Centered Care Post Oak
1:00 PM Welcome & Conference Overview Grand Ballroom2:00 PM Keynote: Al Stubblefield Grand Ballroom3:15 PM Networking & Break Grand Ballroom Foyer3:45 PM Breakout Sessions I
Involving Nurse and Physician Leaders in Improving Patient Satisfaction and Experience of Care Pecos 2
Achieving Patient Experience Excellence Through Cultural Transformation Pecos 1
CXO, WOW, & WOM: A Top-Down Approach to Patient Experience Tied To The Bottom Line Brazos 2
What’s Reasonable? Patient and Caregiver Perspectives in Provision of Service Brazos 1
5:00 PM Program closes for the day6:30 PM Dinner & Networking Reception Rio Grande Ballroom
Schedule at a Glance
Grand Staircase
RedOak
Treaty OakBoardRoom
PostOak
BurOak
Grand BallroomFoyer
Grand Ballroom
Pecos II
Pecos I Brazos II
Brazos II
Charter OakBoardRoom
Elevator toParking Garage
Terrace
The Shoppe &Business Services
The Bridge
Downstairs to Hotel LobbyDownstairs to Rio Grande Ballroom
MEZZANINE LAYOUT
THURSDAY, APRIL 26
7:30 AM Breakfast Outdoors on the Terrace*8:30 AM Keynote: Fred Lee Grand Ballroom10:15 AM Networking & Break Grand Ballroom Foyer10:45 AM Breakout Sessions II
Process Improvement Practices and Tips for Sustaining Change Pecos 2Rewiring The Patient Experience in the Emergency Department Pecos 1You Cannot Manage Perceptions in the Same Way You Manage Outcomes
Brazos 2
Using Life Stories to Create the Ultimate Patient Experience Brazos 1Noon Lunch Outdoors on the Terrace*1:00 PM Keynote: Wendy Leebov, Ed.D. Grand Ballroom2:15 PM Networking & Break Grand Ballroom Foyer
2:45 PM Breakout Sessions III
Families in Our ICU? Oh My! The Development of the Family Care Partner Role in a Level One Trauma Center
Pecos 2
Creating and Sustaining a Culture of Service Pecos 1Becoming One With the Patient: Aligning Patient Experience with Brand Promise
Brazos 2
Patient Experience Grant Research Panel Brazos 14:00 PM Networking & Break Grand Ballroom Foyer4:15 PM Keynote: Colleen Sweeney, RN, BS Grand Ballroom5:30 PM Program closes for the day6:15 PM Optional Excursion to Billy Bob’s Texas Meet in Hotel Lobby
Schedule at a Glance
SM
*In the event of inclement weather, outdoor meals will be moved to the Grand Ballroom.
Join us Thursday evening for a fun-filled event at Billy Bob’s Texas, voted eleven times as the #1 country music club in the world and part of the original Forth Worth stockyards. Be greeted by gunfighters, compete with your peers at the Quick Draw challenge, and take your shot at holding on for 8 seconds on the mechanical bull and receive a souvenir photograph. To close the evening, stay for some live Texas country music.
Transportation, dinner and entertainment provided by our outing sponsors:
You’re Invited!
Meet in the lobby of The Worthington Renaissance Hotel. Shuttles will depart at 6:15 PM.Shuttles back to the hotel will leave Billy Bob’s Texas at 9:00 and 10:00 PM.
FRIDAY, APRIL 27
7:30 AM Breakfast Outdoors on the Terrace*8:30 AM Breakout Sessions IV
Engaging Physicians in the Patient/Provider Experience-A Case Study
Pecos 2
Hardwiring Service Excellence Brazos 1Concierge Care: Service with (much) More Than a Smile Pecos 1Discoveries From The Beryl Institute Noise Project Brazos 2
9:45 AM Networking & Break Grand Ballroom Foyer10:15 AM Keynote: Tiffany Christensen Grand Ballroom12:00 PM Conference Closes
Whether it’s educating your staff on the importance of HCAHPS or entertaining your patients and visitors with movies, Swank HealthCare can help improve your hospital’s patient satisfaction levels.
With Swank HealthCare, Clients Report:n Improved Staff Satisfaction
n Decreased Number of Nursing Calls
n Stronger Commitment to High-Quality Care and Patient Safety
n Improved Patient and Visitor Comfort
© 2012 Swank Motion Pictures, Inc. HDC2977 03.12
1-877-227-0325www.swankhealth.com
ADDRESS HCAHPS
W I T H S O L U T I O N S F R O M S WA N K H E A LT H C A R E
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STAY CONNECTEDFollow #TBI2012 and @berylinstitute on Twitter
WEDNESDAY, APRIL 25, 8:30 AM - NOON
THE HCAHPS IMPERATIVE FOR PATIENT-CENTERED CARE
Post OakThrough this practical, hands-on learning event, discover how to make a lasting impact on your organization’s HCAHPS scores to improve the quality of the patient experience from door to home care. By sharing best practices in HCAHPS communications, education and results sharing and providing a framework for matching data performance to evidence-based tools and tactics, the session will help you walk away with an action plan tailored to your organization. Participants also receive access to Baptist Leadership Group’s Rapid HCAHPS Diagnostic tool and a copy of their latest book, The HCAHPS Imperative for Patient-Centered Excellence.
Beverly Begovich, Practice Leader, Baptist Leadership Group
Katie Owens, Practice Leader, Baptist Leadership Group
SENSEMAKING - ENGAGING OTHERS IN THE PATIENT/FAMILY EXPERIENCE
Bur OakThis session shares evidence-based, integrated and effective approaches to help your organization make sense of patient and family-centered care environments that offer excellent patient experience linking to safety, quality, and financial vitality. Participants will identify tools to successfully engage others in this vital work. Barbara Balik is lead author of the 2011 Institute for Healthcare Improvement (IHI) Paper Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. The paper identifies the primary and secondary drivers of exceptional patient and family inpatient hospital experience as measured by the HCAHPS survey’s “willingness to recommend” the hospital.
Barbara Balik, Principal, Common Fire Healthcare Consulting, Senior Faculty, Institute of Healthcare Improvement
Nancy Dezellar Walsh, Principal, Dezellar Walsh Consulting
Pre-Conference Workshops
Shedding light onpatient experienceimprovement
www.truth-point.com
Keynote SpeakersAL STUBBLEFIELDCREATING AND SUSTAINING A CULTURE OF PATIENT-CENTERED EXCELLENCE
Al Stubblefield is president and CEO, Baptist Health Care Corporation and the author of The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs! In his current position since 1999, Mr. Stubblefield has been with the system since 1985. Before joining Baptist Hospital, he worked in hospitals in Mississippi and Tennessee. Mr. Stubblefield has
served multiple roles for the American Hospital Association, including being a member of the Board of Directors and Executive Committee, Chairman of the Operations Committee and Chairman of the Regional Policy Board 4. He also serves on the Board and Executive Committee of VHA Southeast, the Hospital Research and Educational Trust, the CEO Advisory Board of the Governance Institute, and the Institute of Healthcare Executives & Suppliers.
FRED LEEGOING FROM GOOD TO GREAT IN PATIENT PERCEPTIONS
Fred Lee has the enviable distinction of having been both a senior vice president of a major medical center and a cast member at Disney University. Using an insider’s experience and a keen eye for cultural comparisons, he authored If Disney Ran Your Hospital: 9 ½ Things You Would Do Differently, which was awarded the 2005 Book of the Year from the American
College of Healthcare Executives. Since then, it has become the all-time best selling book on hospital leadership, and is available in four languages. Mr. Lee started his healthcare career as Director and then Vice President of Marketing and Development at Shawnee Mission Medical center near Kansas City. Then he joined Florida Hospital in Orlando. In the 1990’s he became a trained Baldrige examiner and a consultant in Total Quality Management, instructing hospital facilitators in the Deming PDCA process improvement cycle.
WENDY LEEBOV, ED.D.HOW TO ACHIEVE A WIN-WIN-WIN: THE PATIENT-PHYSICIAN DIALOGUE AND CAHPS
Wendy has been a passionate advocate for the exceptional patient and family experience for more than 30 years. Through Leebov Golde Group, Wendy provides high-impact consulting services, training and tools that enhance the patient and employee experience. Wendy
received her B.A. in Sociology/Anthropology from Oberlin College and her master’s and doctorate from the Harvard Graduate School of Education. A communication fanatic, Wendy has written twelve books for health care and produced the powerful, video-based Language of Caring Skill-Building System for health care. Wendy also issues a free, monthly, tool-packed e-newsletter HeartBeat on the Quality Patient Experience.
COLLEEN SWEENEY, RN, BSTHE PATIENT EMPATHY PROJECT - WHAT PATIENTS FEAR AND WHY HOSPITALS HAVE TO KNOW
Colleen Sweeney is founder of Sweeney Healthcare Enterprises. As a nurse and former Director of Innovation, Ambassador and Customer Services at Memorial Hospital of South Bend, Colleen conducted a three year project titled, The Patient Empathy Project. In her work
she has identified the top 11 patient fears and how addressing those fears can be the key to patient compliance and loyalty. Knowing that 96% of all patients have serious concerns or fears about their hospitalization that need to be addressed can be transformational for both the patient and the culture of an organization. Prepare to be changed.
TIFFANY CHRISTENSEN
BEYOND THE BEDSIDE: A PATIENT PERSPECTIVE ON TRANSFORMING THE HEALTHCARE EXPERIENCE THROUGH PARTNERSHIP
Tiffany Christensen was born with cystic fibrosis and has received two life-saving double lung transplants. Today she is a national public speaker, the author of Sick Girl Speaks and We are the Change: Transforming the Healthcare Experience through Partnership. Tiffany is the Senior
Co-Chair of Duke Healthcare’s Patient Advocacy Council, a Respecting Choices Instructor/ Facilitator, and the first patient to ever be certified as a TeamSTEPPS Master Trainer. Tiffany travels throughout the United States teaching healthcare students, healthcare professionals, and community members about patient safety, advocacy, and end of life. Tiffany uses her conservatory theater training as a foundation for her fresh, interactive and dynamic approach to her presentations on the patient perspective.
3:45 - 5:00 PM - BREAKOUT SESSIONS I
INVOLVING NURSE AND PHYSICIAN LEADERS IN IMPROVING PATIENT SATISFACTION AND EXPERIENCE OF CARE
Pecos 2
PThis session describes the strategies and tools that a pediatric hospital in an academic medical center is using to engage unit level
nursing and medical leadership in the ownership of patient satisfaction data, and shares the realities of the patient and family experience in their unit environment. Successes, obstacles, and lessons learned will be covered around getting interdisciplinary groups started, engaging nurses, physicians, residents and interdisciplinary colleagues, designing and using scorecards, aligning key pediatric patient satisfaction questions and measures with current HCAHPS prescriptive, and benchmarking across the hospital, medical center and health system.
Mary Ann Dragon, Director, Patient & Family Services, University Hospitals/ Rainbow Babies & Children’s Hospital Sumana Narasimhan, MD, Assistant Professor & Medical Director, Rainbow Babies & Children’s HospitalTheresa Kearns-Fischer, RN, MBA, Clinical Nurse Manager, Rainbow Babies & Children’s Hospital
ACHIEVING PATIENT EXPERIENCE EXCELLENCE THROUGH CULTURAL TRANSFORMATION
Pecos 1
CThis session focuses on key aspects of culture change and what leaders need to do (and to avoid) in order to create the cultures they
desire. Memorial Hermann Health System (MHHS) offers a wide array of therapies and treatment options for cancer patients, but found itself in the proverbial deep shadow of world renowned M.D. Anderson. While many patients used MHHS’s cancer diagnostic services, they did not remain with MHHS for treatment. MHHS needed to improve its patient experience by differentiating its cancer treatment services for breast, prostate, lung and colon cancer, increase the ratio of insured cancer patients, and position its services as number one for the treatment of routine cancers. MHHS, with Beyond Philosophy, conducted research and important insights were translated into an actionable and sustainable patient-centered initiative that significantly improved patient satisfaction scores.
Rhonda Dishong, Director of Customer Experience Design, Memorial Hermann Healthcare SystemQaalfa Dibeehi, Chief Operating and Consulting Officer, Beyond Philosophy
CXO, WOW, & WOM: A TOP-DOWN APPROACH TO PATIENT EXPERIENCE TIED TO THE BOTTOM LINE
Brazos 2
MIn its simplest form, word of mouth is nothing more than offering incredible experiences (the WOW) that people talk about. This session
makes the association between word of mouth and patient experiences. Research showing the tie between top-performing hospitals and employees who are engaged in the mission will be shared along with a transformational approach to patient experience management that helps hospitals reconnect their employees to the mission, vision, passion and personal reasons why they entered healthcare. How to tell your story and then spread it through five strategies that mainstream companies like Starbucks use to identify and deploy customer ambassadors/ crusaders will be shared.Anthony Cirillo, President, Fast Forward ConsultingTom Voccola, President, CEO2
WHAT’S REASONABLE? PATIENT AND CAREGIVER PERSPECTIVES IN PROVISION OF SERVICE
Brazos 1
RThis session uses a real-time ballot app to compare session participant’s responses to those gathered in a national online survey of
consumers who have been patients and/or caregivers in the last 2 years to learn “what’s reasonable” from their perspective in the provision of services. For example, what’s reasonable in responding to a call light, in getting lab tests, or in having staff ask patients about their fears? Results will be immediately posted and the session will explore where and why expectations align, where they don’t, and what to do about the gaps.
Dan Prince, President, Catalyst Healthcare Research
Wednesday Breakout Sessions
PATIENT EXPERIENCE PRACTICES
CULTURE AND CHANGE
MARKETING STRATEGIES
RESEARCH AND MEASUREMENT
P
C
M
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10:45 AM - 12:00 PM - BREAKOUT SESSIONS II
PROCESS IMPROVEMENT PRACTICES AND TIPS FOR SUSTAINING CHANGE
Pecos 2
PThis session explores how Henry Ford West Bloomfield has successfully created an environment with an optimal inpatient stay
through the use of extensive encouragement and training of staff to provide a first-of-a kind patient experience. Through the use of tools such as patient interaction solutions, which provides a regular stream of communication between the patient and caregiver, the team is focused on the specific objectives that need to be met to provide an exceptional patient experience. These objectives include measure of service, acceleration of patient problems and achievable resolution, and realistic and timely outcomes to establish the highest standard of patient engagement. Exceptional patient care begins with specific attention to the facility culture and is encouraged by supervisor-level staff. Learn about specific tactics, tools and processes that help reinforce this approach.Mary Vidaurri, Chief Operating Officer, Henry Ford West Bloomfield
REWIRING THE PATIENT EXPERIENCE IN THE EMERGENCY DEPARTMENT
Pecos 1
CThe Emergency Department (ED) is often the front door to the hospital and the patient’s experience and perception of the entire
hospital stay starts there. With the clear correlation between ED experience and HCAHPS inpatient results, Exempla Lutheran Medical Center developed an intervention and coaching-to-sustainability model designed to improve patient satisfaction. This presentation describes the interventional model and the dramatic improvement from a raw score of 20 (December 2010) equaling the 1st percentile to 81.82 (June 2011) equaling the 97th percentile on the overall rating of the facility ED questions as reported by NRC Picker. Ann Evans, Vice President - Chief Nursing Officer, Exempla Lutheran Medical CenterScott Day, Vice President - Human Resources, Exempla Lutheran Medical Center
YOU CANNOT MANAGE PERCEPTIONS IN THE SAME WAY YOU MANAGE OUTCOMES
Brazos 2
MAs a follow-up to Fred Lee’s keynote session, Going From Good to Great in Patient Perceptions, this session helps participants
contrast and explain why outcomes are left-brain, and perceptions are right-brain, and how it takes a different skill set to be great at managing and coaching each. It will also explore the question ‘Can Compassion be taught?’ Fred Lee, Author, If Disney Ran Your Hospital
USING LIFE STORIES TO CREATE THE ULTIMATE PATIENT EXPERIENCE
Brazos 1
RParticipants will learn how to use detailed stories of a patient’s life to deliver patient-centered care to the heart and soul of the
PATIENT, not the room number, diagnosis or revenue source. This presentation will describe the mechanism for interviewing patients and their families for their life stories, writing the story and then using it to make connections on a new level. Participants will hear touching stories of the presenters experience over the last 10 years of using these stories in direct patient care situations. Sheila Brune, Director of Service Excellence CGH Medical Center 2:45 - 4:00 PM - BREAKOUT SESSIONS III
FAMILIES IN OUR ICU?, OH MY! THE DEVELOPMENT OF THE FAMILY CARE PARTNER ROLE IN A LEVEL ONE TRAUMA CENTER
Pecos 2
PThe session chronicles Memorial Health University Medical Center’s journey to implement family presence and the patient
and family model of care delivery in a closed ICU setting. Although some work had begun in the ICUs regarding attitudes toward family presence; it wasn’t until the tragic death of a young woman and the involvement of her mother as an advocate for families at the bedside that the program really took off. Through the mother’s efforts, over $250,000 was raised through philanthropy to renovate space for family respite rooms. Policies and procedures were revised and extensive educational modules implemented to improve the communication and comfort with family presence. The session will share valuable lessons for others attempting to implement family presence.Sherry Smith, Patient and Family Centered Care, Memorial Health University Medical Center
Thursday Breakout Sessions
CREATING AND SUSTAINING A CULTURE OF SERVICE
Pecos 1
CCulture propels any organization towards, or prevents achievement of its mission and vision. Creating a Culture of Service for
patients, staff and physician partners is a tall order, and sustaining that successful culture is equally challenging. This session explores the seven components necessary for a culture of service. National survey results of leadership teams will be shared (the triumphs and challenges) as well as practices and pitfalls inherent in each area: Pressure for Change (and what Value-Based Purchasing adds to the pressure), Clear Vision/Good Plan, Clear Expectations and Accountability, Skills and Attitudes, Measurement and Feedback, Recognition and Incentives, and Minimal Barriers. The session serves as a “mini-assessment” and recalibration of your plan to deliver and sustain a culture of service.
Lynn Ehrmantraut, Senior Vice President - Research and Quality, Avatar International LLCJulie O’Shaughnessey, Executive Consultant, Avatar International LLC
BECOMING ONE WITH THE PATIENT: ALIGNING PATIENT EXPERIENCE WITH BRAND PROMISE
Brazos 2
MThis case study takes participants through Fletcher Allen Health Care’s employee brand engagement program. Presenters will share
their experiences in partnering to build an internal brand program, and will provide an overview of what employee brand engagement is, including goals, benefits and the path to brand ownership. Topics covered include successful research methodologies and outcomes, the steps needed to align employee behavior with the brand experience, improving the patient experience and overall satisfaction; enhancing employee productivity, satisfaction and retention, and improving business results. Video and photography highlights will be shared, along with training examples and results to date.
Teresa Murphy, Vice President, Marketing & Communications, Fletcher Allen Health CareLaurie Gunn, Vice President, Human Resources, Fletcher Allen Health Care
PATIENT EXPERIENCE GRANT RESEARCH PANEL
Brazos 1
RParticipants in The Beryl Institute Patient Experience Grant Program will share their research studies and results. Panel to include:
Standardizing the Approach to Communication and Patient Family Care in Adult ICU Morristown Memorial Hospital
Restructuring New Hire Orientation Processes Impact Employee Engagement and Patient Experience: One Health Care System Roper Saint Francis Foundation
Caring for Patients at End of Life “One Size” Doesn’t Fit All Salem Hospital Foundation
*CNE credits not available for this session.
Thursday Continued
8:30 - 9:45 AM - BREAKOUT SESSIONS IV
ENGAGING PHYSICIANS IN THE PATIENT/ PROVIDER EXPERIENCE - A CASE STUDY
Pecos 2
PImproving the patient experience is everyone else’s problem! That was the loud theme voiced by three emergency physician groups
providing service at a large healthcare system. Providers cited long wait times, process inefficiencies, and poor staff attitudes for driving poor satisfaction scores. They also believed that they had no ability or ownership in leading a patient experience initiative. This case study focuses on how improving the provider experience led to enlightened attitudes, intrinsic behavior changes, and realizations that the providers could positively influence an encounter with the patient and the staff and improve patient experience scores.
Daniel D. Arguello, Emergency Medicine Physician, Banner Health
Diane Rogers, Healthcare Organizational Change Consultant, Contagious Change LLC
HARDWIRING SERVICE EXCELLENCE
Brazos 1
CThis session discusses how University of California, Irvine is shifting staff expectations and their patient experience through
interactive training delivered to cross-sections of leadership, including senior leaders, physicians, practice managers and administrative managers. By making the needed service culture changes a collaborative goal across leadership, the impact can be realized immediately at the front line. Learn about the tools UC Irvine is using to empower staff, drive consistency and improve the overall patient experience.
Hayley McCraney, Director, Patient & Guest Relations, UC Irvine Healthcare
CONCIERGE CARE: SERVICE WITH (MUCH) MORE THAN A SMILE
Pecos 1
MWe live in a “Have it Your Way” culture. Consumers expect to have it “their way” whenever they interact with a business or
service--except when they come to a hospital. At a hospital patients expect to have great clinical care but they also expect to have very little control over their personal needs. Yet, when you look at all of the patient satisfaction surveys, personal need is ranked high in importance. This presentation provides practical information and tools for researching, creating and implementing a program. It also outlines how the development of concierge services at your hospital can empower patients, guests, family members and nursing so you are able to provide (and measure) the best health care experience.
Tria Deibert, Director of Marketing, Meridian Health
DISCOVERIES FROM THE BERYL INSTITUTE NOISE PROJECT
Brazos 2
RNoise surfaced as the top priority for hospitals in addressing the patient experience in The Beryl Institute’s 2011 benchmarking study so
the Institute gathered information on how hospitals around the world are addressing it. This session shares those findings, including best practices and obstacles identified.
Gary Madaras, Ph.D., Program Director, Making Hospitals Quiet
Nan Apps, Director, Service Excellence, Basset Medical Center
Friday Breakout Sessions
Unique FeaturesManagersleadtheirteams—theprovenpathtoaccountability
Oneskillatatime;9easy-to-run,video-basedemployeeworkshops;under30minuteseach
Built-infollow-upand‘heart-wiring’
On-lineforany-time,any-placeaccess
Lifetimelicense
Optionalimplementationsupport
...with Wendy Leebov’s Language of Caring Strategy
Your HCAHPS ScoresBOOST
Earn Respect, Loyalty and Max. Reimbursement!!
“With The Language of Caring, we’ve seen double-digit
improvements—in the E.D., in Telemetry, in Med-Surg,
in Outpatient Surgery and other areas that have been
my particular concern. We are all thrilled!”
Audrey Jadczak
Former VP & Chief Nursing Officer
St. Mary Medical Center, Langhorne, PA
Preview videos and a toolkit at:http://www.quality-patient-experience.com/healthcare-training-videos.html
For Details and Pricing, Contact:JillGolde,SeniorVice President, Client ExperiencePhone:314-571-9607jgolde@quality-patient-experience.comwww.quality-patient-experience.com