Improving the Patient Experience by Engaging Front-Line Staff in a System-Wide Action Plan Focus of July 27, 2017 Webinar

UnityPoint Health—Des Moines will share its system-wide, data-driven approach to improving the patient experience that empowers front-line staff to own the process during a July 27, 2017 webcast sponsored by the Healthcare Intelligence Network.

Sea Girt, NJ, June 28, 2017 --( Armed with data from its Press Ganey and CAHPS® Hospital Survey scores, UnityPoint's patient experience team developed a front-line staff-driven action plan that engages its employees to own the process.

During "Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan," a July 27, 2017 webinar at 1:30 p.m. Eastern, UnityPoint Health—Des Moines will share its transition from a siloed approach to improving the patient experience at each location to a system-wide strategy that provides a consistent, baseline experience while still allowing each institution the latitude to address population-specific needs.

Following this 45-minute live webcast, this Healthcare Intelligence Network program will be available in on-demand and recorded formats for educational and training purposes.

Learn more about improving the patient experience via front-line staff engagement at

News Facts:

Scheduled Speaker: Paige Moore, director, patient experience at UnityPoint Health—Des Moines.

Conference Focus: UnityPoint Health's migration from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process. Ms. Moore will address her organization's approach to the following:

- Using the Studer concept's AIDET® and 'managing up' to improve the patient experience;

- Creating service action teams using front-line staff members from the emergency department, adult inpatient and outpatient services and pediatric inpatient and outpatient services to observe and improve the patient experience;

- Launching a grassroots pilot program that includes four units, front-line staff and volunteer patient experience champions to help drive consistent use of nursing best practices that impact its Press Ganey® Communication with Nurses scores and overall patient experience;

- Changing its patient rounding system to mirror its efforts to improve the patient experience; and

- Addressing specific patient experience concerns related to patient privacy and nurse communication and the impact these efforts had on its patient experience scores.

Ample time for Q&A will be provided.

Webinar Formats: 45-minute live webinar on July 27, 2017 at 1:30 pm Eastern, including Q&A; "On-Demand" replay available July 28, 2017; 45-minute training DVD or CD-ROM with printed transcript available August 17, 2017. Participants may add an on-demand replay, DVD or CD to live session registrations to share with colleagues.

Learn more about improving the patient experience via front-line staff engagement at

Quote Attributable to Melanie Matthews, Executive Vice President and Chief Operating Officer, Healthcare Intelligence Network:

"As linkage of healthcare reimbursement to clinical and quality outcomes becomes the norm, the measure of patient experience emerges as a critical marker. And who better to influence patients' impressions than the front-line staff that serve them? UnityPoint Health—Des Moines has crafted a unifying system-wide strategy to improvement that still leaves room for each facility to tailor its patient experience to fit population needs."

For Melanie Matthews's profile, please visit

Please contact Patricia Donovan to arrange an interview or to obtain additional quotes.

About the Healthcare Intelligence Network — HIN is the premier advisory service for executives seeking high-quality strategic information on the business of healthcare. For more information, contact the Healthcare Intelligence Network, PO Box 1442, Wall Township, NJ 07719-1442, (888) 446-3530, fax (732) 449-4463, e-mail, or visit
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Patricia Donovan