Natalie Zuniga

This session explores the creation and implementation of a system-wide course designed to enhance the narration of care and its impact on clinician behavior and patient experience outcomes. Presenters from Houston Methodist will outline the course content, observational methods used to assess clinician behavior, and the resulting improvements—highlighting significant gains in domain scores across all eight hospitals and in 70% of participating units. Structured as an interactive workshop, the session will provide attendees with replicable tools, key learnings, and an implementation framework to support adoption within their own organizations.

• Describe course development and implementation for strengthening narration of care behaviors
• Provide practical guidance for other hospitals to validate and observe clinicians to see whether and how their behaviors comport or deviate from what is taught in the course
• Show how the course resulted in improvement performance in patient experience