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Upcoming Events

September 9, 2014
AHVRP webinar
Patient & Family Ambassador Programs: High Touch, High Impact Volunteer Assignments
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minutes)
Presenters: Angela Berns & Kathy Berube

September 11, 2014
HPOE webinar
Strategically Pursuing the Triple Aim at St. Charles Health System
2:00 p.m. ET, 1:00 p.m. CT, 11 a.m. PT (60 minutes)

September 23, 2014
Engaging Risk Managers with Volunteer Resource Professionals
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minutes)
Presenters: Mary Kay Hood & David Petrous

October 9, 2014
Protecting Your Organization: WHat You Need to Know About Copyrights
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minutes)
Presenters:  David Wold, Intellectual Property Counsel, AHA

October 20, 2014
Setting Up Volunteers for Success
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minutes)
Presenter: Kathleen McClesky

November 5, 2014
Catch the Next Wave
2:00 p.m. ET, 1:00 p.m. CT, 11:00 a.m. PT (90 minutes)
Presenter: Wendy Biro-Pollard

Visit our webinar page to register!

Save the date!

AHVRP 2015 Conference
September 19-22, 2015
Marriott World Center
Orlando, FL

 

 

 

 

 

 

Audio Conference Archive: Volunteers-The Secret Agents for HCAHPS Improvement


2012 Audio Conference
“Volunteers– The Secret Agents for HCAHPS Improvement”

Presenter: Colleen Sweeney, RN, BS

Date:               Thursday, February 2nd

Length:           90 minutes

Archive Cost : $99 – members          $199 – non-members 

Credit:            .15 CEUs or 1.5 Contact Hours

Overview:  Healthcare now finds itself in a time of recession, reform and reimbursement and smart organizations are realizing that volunteers can be the component that helps to build brand loyalty with patients.  Hospital volunteers are the most visible people in a hospital and many times serve in the crucial first and last three seconds of any patient visit. The rules have changed, the stakes are big and hospital volunteers are now essential in making the patient experience an exceptional and memorable one.  Find out the top 11 things that patients fear and how behaviors and services provided by volunteers can calm patient fears and make your department one that is a model for all other hospital entities.

Three Learning Objectives:
Participants will:

  1. Learn the history and findings of The Patient Empathy Project
  2. Be able to identify the top 11 patient fears
  3. Will be equipped with at least 5 things they can implement immediately to change their volunteer culture

Presenter Colleen Sweeney is the founder of Sweeney Healthcare Enterprises, an organization
dedicated to improving healthcare both nationally and abroad.  Colleen has degrees in
nursing and business and had conducted a two part study titled The Patient Empathy
Project.  Part one was an artwork postcard study depicting things that patients fear and the second was an interview of over 1000 people about their healthcare fears.  She has now identified the top 11 patient fears.