SPEAKER

Karen Schaefer serves as Director of Volunteer Services and Patient Experience for Advocate Health. She also co-leads system-wide Patient Family Advisory Councils (PFACs), which serve as partners for process improvement. In her PFAC leader role, Karen serves as a liaison between the patient council and hospital/clinic operations to ensure that the patient feedback is shaping the operational improvement work. In her volunteer director role, Karen develops and directs the strategic development, planning, and implementation of volunteer services to align with patient experience. Karen has been with Advocate Health for 28 years and spent the last 12 years as Director.

DESCRIPTION

In today’s data-driven world, we are constantly receiving vast amounts of qualitative and quantitative customer feedback. While this information helps identify opportunities for improvement, organizations often risk losing sight of the customer’s voice when implementing solutions and process changes. In this session, I will share strategies to maximize the impact of customer feedback and ensure the voice of the customer remains central to experience improvement efforts. I will also highlight a key example from Advocate Health, demonstrating how we actively bring the patient perspective into the conversation.

Key takeaways from this session:-The power of customer involvement in improvement initiatives-Best practices for integrating customer feedback into the process-Lessons learned, emerging trends, and real-world applications-Common barriers and strategies to overcome them.