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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

11B – Advancements in Patient Experience: Building Partnerships in a Changing Care Setting

Monday, March 23rd

About the Session

Patients and families who have experienced significant trauma may arrive at the hospital overwhelmed beyond the norm. During this session, the team will describe their approach in connecting with such patients and families. They will highlight their innovative and proactive approach to connecting with trauma patients and families, offering a new pathway for participants. This approach can be adapted to other organizations and employed for any special population that may need some additional support. Also, adding extra layers of support helps drive staff engagement, as the effort is “owned” by a team.

Learning Objectives:

  • Discover how to employ an engagement and support program that can be applied to any population and taps into specific strengths of staff who facilitate it.
  • Master the illustration of how to build innovative partnerships that lead to enhanced satisfaction for patients, families, visitors and teams.


Presented By

Caroline Costello, FACHE

Director, Friends & Family Program, Patient & Family Insights, Destination UChicago Medicine
University of Chicago Medicine

Julie Kosinski

Patient and Family Insights Specialist
UChicago Medicine

Melba Bossi

Patient and Family Insights Specialist
UChicago Medicine