WEBINAR | Tiered Performance Structure: A Framework for Strategic Improvement

Ashley Ackerman, System Director, Patient Experience; and Paige Pugh, Manager, Patient Experience, Baptist Health System KY/IN. In the ever-changing world of healthcare, organizations must focus on delivering high-quality clinical care, while meeting patients’ expectations of a holistic experience driven by courtesy, respect, and service behaviors. This, coupled with the limited patient experience-dedicated resources most organizations have, can be difficult to balance. Join Ashley and Paige as they discuss their innovative patient experience support model, Tiered Performance Structure, that has allowed them to directly support and drive improvement in over 400 departments within Baptist Health Medical Group.