How a Healthcare System Moved From “Checking the Box” Compliance to Meaningful Real-Time Coaching to Drive Patient Experience Results

• Marcello Khattar, MBA | Director Patient Experience | Adventist HealthCare, Gaithersburg, MD

Join Adventist HealthCare to discover how they achieved their highest HCAHPS scores in five years by transforming Hourly Rounding practices. Learn about their innovative program, which emphasizes real-time coaching, leader observations, and staff education to build trust, enhance patient outcomes, and fulfill their vision to provide a world-class patient experience to every person, every time.

In this session, you will explore how Adventist HealthCare:

• · Developed a robust data strategy that uncovered crucial insights, revealing that patients who experienced hourly rounding had HCAHPS scores 29 percentage points higher across all domains.
• Engaged in ongoing coaching observations, with over 25,000 sessions conducted to date, demonstrating how continuous coaching engagement is driving improvements in patient-reported outcomes and rounding compliance.
• Shifted from passive documentation to proactive skill development and actionable enhancements through targeted data analysis and real-time coaching.
• Increased patient-reported hourly rounding by 13 percentage points, reflecting significant HCAHPS improvements.

This session will provide invaluable insights into leveraging data, enhancing leadership involvement, and implementing continuous coaching to boost patient experience, improve performance, and achieve higher HCAHPS scores while pursuing High Reliability Organization (HRO) goals. If you’re seeking actionable strategies to enhance your healthcare practice, this is the session for you!