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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.