David Haynes

Optimizing patient outcomes is an important part, if not the most important part of the overall part of the patient experience. Surgeons have less control over healthcare operations outside of the OR than they do inside and need guidance from an expert team to optimize the overall experience. Using the experiences of a diverse team of clinicians, PX leaders, finance, operations experts and others is the key to success. We will present techniques to optimize, as a team, the delivery of care from initial phone call to final outcome and how this optimization improves the overall patient experience. This framework for improvement can be applied to any procedure. We will also present the patient experience from our value based, bundled care delivery model.

·        The importance of improving clinical outcomes and clinical operations in improving the overall patient experience

·        The critical need and significance of direct patient feedback for operational improvement.

·        The knowledge that a diverse team is needed to optimize care delivery and improve the overall experience- clinical expertise and data acquisition is not enough.