SCVMC Patient Experience Champion Workshop, Santa Clara Valley Medical Center, Friday, 28. February 2020

At Santa Clara Valley Medical Center, Patient Satisfaction Across Continuum of Care (PSACC) and Customer Experience Committee (CEC) is sponsoring  an exciting Patient Experience Champion Program to help all staff, regardless of role or classification, to contribute in the development of an excellent patient-centered culture.
The aim is to have at least one Patient Experience Champion in every unit or service area throughout the continuum of care. We want a framework which centers on helping staff to listen and learn from patients and each other. 
                                                                          Registration Now Open
Be a Patient Experience Champion -
Transforming the Healthcare Experience for Patients, Families, & Staff
February 28 2020, Friday, 8:30 AM – 4:30 PM
Valley Specialty Clinic Basement Conference Room#160
Free 6.5 CEUs and Lunch
SCVMC is now recruiting 2020 Patient Experience Champions Batch 3 . This honor comes by endorsement of your direct manager. As a PE Champion, you will the Ambassador of Excellent Customer Service to your patients and families towards our organization’s goal of cultivating patient-centered care. This prestigious honor is awarded to individuals who exemplify principles of CI CARE, Excellent Customer Service, and Quality Improvement.
Roles & Responsibilities
As ambassador of Patient   Experience Program, the Patient Experience Champion will emulate excellent   customer service to patients, families and visitors with the goal of   cultivating a patient-centered care using CI Care while considering patient   preferences.
Facilitates meetings or   discussion on improvement in a unit/department level and house-wide through   collaboration with shared leadership group and other committees.
Champion on activities for   Patient Experience Improvement. Coordinate with manager to implement   projects, programs and/or interventions to improve patient satisfaction as   evidenced by improved HCAHPS and CGCAHPS Scores.
 As liaison between   leadership, management, and staff, you will communicate clear and correct   information to the unit/department. You will attend Patient Experience   Champion Meetings and Trainings and communicate information back to home   unit/clinic. When you attend leadership meetings, you will report about your   unit or department’s lessons learned, challenges, and experiences in   implementing PE Program.
Resource person, Champion   for CICARE model, Customer Service, Patient Satisfaction Across Continuum of   Care (PSACC), Patient and Family Advisory Team (PFAT), and other initiatives   that entail Patient Engagement and Satisfaction.
                                                         Be a Patient Experience Champion:
                                  Transforming the Healthcare Experience for Patients, Families, & Staff
February 28, 2020, Friday, 8:00 AM – 4:30 PM
Valley Specialty Clinic Basement Conference Room#160
Registration Form
Employee’s   Name
Job   Title
  *6.5 CEU
 License   Type:____________ License #:_______________
*Certificate of Attendance will be provided if   non-licensed staff.
Patient Experience Champion Time Commitment
Initials:_______I am able to attend a full-day training on February 28, 2020.
Initials:_______I am able to attend monthly training meetings from March.- Nov. 2020
Initials:_______I am willing to accept the roles and responsibilities of   Patient Experience Champion as listed above.
 Supervisor’s Name
Supervisor’s Phone
Supervisor’s E-mail
Supervisor’s Endorsement and Commitment
Supervisor’s Initials:_______
I am aware that above named employee has interest to   represent my unit/department as 2020 Patient Experience Champion. I   support my employee’s interest in this program.
Supervisor’s Initials:_______
I am nominating above named employee as my   unit/department’s 2020 Patient Experience Champion. I am granting   employee release time during work hours for meeting and training purposes. I   am aware that the employee must request release time in advance to cause   minimal interference with normal work flow.
Supervisor’s Initials:_______
I am granting employee release time on February 28, 2020   from 8:00am-4:30pm to attend a whole-day workshop.
_____I am able to  attend 3-4:30 pm Session to strategize with my champion how to implement PDSA   Interventions in our unit/dept.
_____If not able to attend, I will send a representative   on my behalf.
Supervisor’s Initials:_______I am able to meet regularly with my Patient Experience   Champion to implement PDSA or UBT Interventions to improve Patient and Family   Experience in my unit/department.
To register, send completed Registration Form to or
By Event Brite at:
For more information, contact
Carlos Salazar at 408-885-3419
Deadline for Registration is February 14, 2020

Friday, 28. February 2020, Santa Clara Valley Medical Center, SCVMC Patient Experience Champion Workshop

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