SHSMD - 2009 Annual Conference and Exhibits
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When Complacency Costs You More than Patients (A ProMedica Physician Group Case Study)
Program Code:
F23
Date:
Friday, October 2, 2009
Time:
3:30 PM to 4:45 PM
EST
SPEAKER
(S):
Jim Carr, BA, is the Director of Network Development for the ProMedica Physician Group, a group of 260 + employed providers within the ProMedica Health System. Jim has held a variety of positions within ProMedica in Performance Enhancement, Community Health & Wellness, and Executive Health. Prior to joining ProMedica in 1996, he spent 20 plus years as a teaching tennis professional.
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Lynn Sinclair BA, is Corporate Director for Customer Satisfaction for the ProMedica Health System. Prior to joining ProMedica Health System in July of 2008 she held many organizational positions at the Barbara Ann Karmanos Cancer Institute, a NCI designated Comprehensive Cancer Center affiliated with Wayne State University School of Medicine. Her seventeen year history included responsibilities in customer satisfaction, physician relations, and working with international, national, regional and local hospitals and physicians on multiple aspects of patient facilitation and physician to physician communication strategies. Her work on affiliation related business has been published by the Health Care Advisory Board and was the subject of a poster presentation for the Southwest Oncology Group annual conference. She is currently working on improvement initiatives relative to ProMedica Health System’s commitment to customer satisfaction.
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George Darah, DO
Description
Quality in performance, ease of operations, and customer satisfaction are goals all of us can relate to. While our patients have come to expect clinical quality, we also must meet their emotional needs. Recently, ProMedica Physician Group launched a performance improvement project designed to impact customer satisfaction in a positive way. Our achievement on this measure was an astounding 99%!