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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

63B – Closing the Communication Gap and Achieving Buy-In: Patients, Families and Workforce

Tuesday, March 24th

About the Session

During this seminar you will learn 10 common communication mistakes people make, four attributes that impact approachability and what one healthcare system adopted to improve its patient-communication processes, leading to higher staff engagement. Ultimately, Yavapai Regional Medical Center made a real difference in its patients’ and families’ understanding of information that was being imparted for increased patient satisfaction and safety outcomes. The process also has been replicated successfully with critical access hospitals and smaller organizations that traditionally have less funding for improvement efforts. Steps taken by the three smaller organizations to achieve gains in improvement reaching top-decile performance also will be explored.

You and other attendees will break into groups and complete an exercise to foster your own learning and enhance how you communicate with patients. You also will role-play different scenarios using the same guided approach taken by YRMC. You will leave with action steps to build a road map for better communication in your own organization with patients, families and, ultimately, healthcare consumers.

Learning Objectives:

  • Examine a process hospitals are using to achieve top-decile performance on key patient satisfaction communication metrics.
  • Review examples of how one organization achieved success among multiple stakeholder groups, including nurses, ancillary staff and physicians.


Presented By

Jennifer Volland, RN, FACHE

Vice President, Program Development
NRC Health

Diane M. Drexler, DNP, RN, FACHE

Yavapai Regional Medical Center