Patient Experience & HCAHPS: Lessons from Community Health Systems and Baird Group

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Patient Experience & HCAHPS: Lessons from Community Health Systems and Baird Group

Product Code: YT042414

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Presented on:

Thursday, April 24, 2014

Presented by:

Kristin Baird, RN, BSN, MHA and Debra S. Landers

The industry’s attention on improving HCAHPS predominantly centers on the clinical aspects that can improve the scores; however, a key piece of HCAHPS is communication, which is a core function of marketing. 

Join marketing experts from Community Health Systems and Baird Group as they outline evidence-based strategies for communicating patient experience imperatives to staff and patients and developing programs to effectively improve HCAHPS scores.

At the conclusion of this program, participants will be able to:

  • Standardize customer service protocols across a hospital or health system to support value-based care
  • Develop programs that train and incentivize staff to meet patient experience targets that affect HCAHPS scores
  • Identify and establish the most effective touch points to reinforce service efforts
  • Communicate the goals of your organization both internally and externally



  • Identifying marketing’s role in HCAHPS scores and patient experience
    - Communicating goals of the organizations
    - Word-of-mouth marketing
    - Creating internal champion
  • Establishing accountability for patient experience goals
    - Community Health Systems Leadership Development Institute and Community Cares program
    - Building performance transparency
    - Securing leadership involvement
  • Educating on and reinforcing patient experience efforts
    - Rounding and patient touch points
    - Collateral
    - Discharge and service recovery protocol 

Meet the Speakers:

Kristin Baird, RN, BSN, MHA
President/CEO, Baird Group

Debra S. Landers
Vice President and Chief Marketing Officer
Community Health Systems

Who Should Attend?

Chief Marketing Officers, Directors & VPs of Marketing, Directors & VPs of Communications, PR professionals, Chief Executive Officers, VPs of Business Development, and Patient Experience and Patient Satisfaction professionals. 


Note: Agenda and Speakers are Subject to Change


System requirements

To fully benefit from the webcast experience, you will need a computer equipped with a broadband Internet connection, a sound card, and speakers or headphones. You will also need Macromedia Flash Version 8.0 or greater and an Internet browser (e.g., Internet Explorer); additionally, we recommend a screen resolution of 1024 x 768. The use of AOL or wireless Internet connections is not recommended.