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You Are Never Given a Second Chance to Make a First Impression: Front desk staff participate in lunch and learn seminar

During a recent lunch and learn seminar titled “You Are Never Given a Second Chance to Make a First Impression,” Brigham and Women’s Faulkner Hospital front desk staff learned about their role in the patient experience.

The two-hour seminar, presented by the Outpatient Satisfaction Committee, focused on how all employees impact the patient experience and provided time to discuss our current patient experience, our Press Ganey results, best practices for healthcare as well as expected essential behaviors. Participants also had the opportunity to share experiences and problem solve challenging ones, as well as to review the TACT Model, I CARE Standards, service recovery options and present Press Ganey comments.

“Across the three different lunch and learn sessions we offered, we had amazing attendance with 103 participants from the front desk positions in both the inpatient and ambulatory areas of the hospital,” says seminar presenter and Director of Rehabilitation Services Jean Flanagan Jay, PT, DPT, CLT. “There was great sharing about how patient concerns were handled, which was so positive to see.”

In addition to Jay, the seminar included presentations by Ambulatory Nurse Director Kathy Merrigan, MSN, RN, Director of Strategy and Clinical Program Development Linda Burgoon, Radiology Program Manager for the Sagoff Breast Imaging Center Doug Maybury, Director of Patient Access Stephanie Johnson and Workforce Development Program Manager Mary Duggan. “I thought the team was engaging and each presented a different perspective,” says Jay. “And the participants seemed to think so too. Their commitment to patient care, concern for others and desire to do a good job was very evident.”

The Outpatient Satisfaction Committee hopes to offer the session again in the fall to continue to improve the patient experience.

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