Improving the Patient Experience of Care — 1.5 C.E.

Tuesday, March 27, 2018 Archived

2:00 PM ET


This presentation will provide an overview of activities and best practices for improving the patient experience of care. CMS will present an overview of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey. Representatives from Jennings American Legion Hospital, along with the WVU Medicine, United Hospital Center, will share their experiences improving HCAHPS Survey rates in their hospitals. The Quality Insights Quality Improvement Network (QIN)-Quality Improvement Organization (QIO) will offer improvement strategies. Additionally, teams from the Beneficiary and Family Centered Care (BFCC)-QIO, BFCC Oversight & Review Center (ORC), and BFCC National Coordinating Center (NCC) will present an overview of the beneficiary satisfaction survey, trends from the survey, and their experiences and knowledge gained from hearing directly from the patients.


  • Rita J. Bowling, RN, MSN, MBA, CPHQ
    Project Director, KEPRO BFCC-QIO
  • Allison Fields, RN, BSN
    Clinical Educator, Jennings American Legion Hospital
  • Stephanie Fry
    Analytic Director, BFCC-ORC
  • Brooke Hornsby, RN, MSN
    Chief Nursing Officer, Jennings American Legion Hospital
  • Elena Krafft, MPH, CHES
    Outreach Specialist, KEPRO BFCC-NCC
  • William Lehrman, PhD
    Social Science Research Analyst, Government Task Leader for the HCAHPS Survey, Centers for Medicare & Medicaid Services (CMS)
  • Stephanie Smart, RN, BSN
    Chief Nursing Officer, WVU Medicine, United Hospital Center
  • Dawn Strawser, RN, BSN, CPHQ
    Network Task Lead for Quality Reporting Through Quality Reporting Programs, Quality Insights QIN-QIO for DE, LA, NJ, PA, and WV
  • Phyllis Theriot, MT (ASCP), CIC
    Clinical Systems Improvement, Jennings American Legion Hospital
  • Bethany Wheeler-Bunch, MSHA
    Project Lead, Hospital VBP Program, Hospital Inpatient Value, Incentives, and Quality Reporting (VIQR) Outreach and Education Support Contractor (SC)

Event Documentation: