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Measuring and Improving Patient Satisfaction

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Measuring and Improving Patient Satisfaction

1 hour Audio and Power Point Presentation


Recorded April 18, 2016

Course Description:

Is your urgent care center struggling with patient satisfaction results? This presentation discusses how to create a culture of service. Participants are provided with examples of best practice service behaviors that staff can apply to their daily routine as well as educational strategies to deploy with staff. Urgent care center managers discover metrics that can be used to track your service success over time, and distinguish your center by creating an excellent patient experience.


Learning Objectives:

  • Describe the strategic value dashboard methodology for service (patient perception).
  • Fxplain how perfection can be used as an organizational philosophy for goal setting.
  • At the conclusion of this presentation, the participant will be able to select three patient satisfaction metrics to apply to their urgent care setting.
  • Identify three service best practices that staff can use to improve the patient experience in the Urgent Care setting.
  • Describe three educational strategies to teach the service best practices to improve patient satisfaction.

Faculty Bio:  Mary Kate Dilts Skaggs, DNP, RN, NE-BC

Ms. Dilts Skaggs has 35 years experience in nursing and 25 years experience in nursing administration. She has 20 years experience in Urgent Care management and currently manages 3 Urgent Care Centers with a combined volume of 60,000 annual visits. She is a national speaker for topics on process improvement and customer service.
Credit Information:


Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase.

Urgent Care Management Certificate 

Earn 1 UCMC credit in Operations by listening to this recorded session.

Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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