Jan Althouse

Patient Experience Coordinator
Cook Children's Health Care System

Grew up in Southern Ohio
Received Associate of Applied Science-Dental Hygiene from Shawnee State University in Portsmouth, Ohio in 1986.
Received Bachelor of Business Administration-Marketing from the University of Nebraska-Lincoln in 1995
Received Master of Healthcare Administration from the University of Texas-Arlington in 2005.
Registered Dental Hygienist in private practice for over 20 years. Dental Practice Management and consulting for 7 years before transitioning to health care administration.
Currently working at Cook Children’s Health Care System in the Quality Management department, responsible for all aspects of the patient experience, including staff training, survey data & reporting, coaching as well as involvement in the Family Advisory Council, Multidisciplinary Pain Committee, Patient Care Council, Patient Safety Committee, Quality in Practice and Quality Improvement Council.
Have lived in the Fort Worth area for 16 years. Hobbies include gardening, woodworking and the Nebraska Huskers. Go Big Red!!

Check out the incredible speaker line-up to see who will be joining Jan.

Download The Latest Agenda

Patient Experience Culture

Thursday, March 12th, 2015

14:25 Presentation: Strategies For Managing Patients, Patience And Perception Of Wait Time

This presentation is based on the work of David Maister applied to how you can use psychology to change the perception of wait times in health care settings. Waiting can be a huge dis-satisfier and although we can’t always control the wait times (particularly in the ED), there are strategies to help lessen the frustration felt by patients and families waiting to be seen. An opportunity to discuss individual waiting strategies will be available at the upcoming Roundtable sessions.

Learning Objectives:

• How wait time affects patient satisfaction
• 8 themes regarding how waits are perceived
• How communication affects the perception of waiting

15:55 Champagne Roundtable Discussions

Potential Topics:

1. Prevention of physician burn-out—increasing provider engagement in PX efforts
Moderator: Peggy Greco, PhD, Clinical Psychologist, Director of Physician Coaching Program, Nemours Children’s Clinic

2. Purposeful leadership rounding
Moderator: Sandy Myerson, SVP & Chief Patient Experience Officer, Mount Sinai Health System

3. Using digital rounding to improve visibility and the patient experience
Moderator: Shawn Lemerise, VP, Business Development, CipherHealth

4. Exploring the connection between employees and patient experience outcomes
Moderator: Lynn Ehrmantraut, Senior Vice President, Performance Improvement, Avatar Solutions

5. Strategies for managing patients, patience and perception of wait time
Moderator: Jan Althouse, RDH, MHA, FACHE, LSSBB, Patient Experience Coordinator, Cook Children's Health Care System

6. Establishing a system-wide multi-disciplinary PX steering committee
Moderator: Renee Jones, Director, Patient Experience, The OSU Comprehensive Cancer Center-James Cancer Hospital and Solove Research Institute

7. Health literacy—closing the gap between clinicians and patients
Moderator: Doris Lopez, VP, Patient Experience, Interfaith Medical Center

8. Communication strategies to improve the patient-physician relationship
Moderator: Steven Kaplan, MD, Associate Chief Medical Officer,
Ambulatory Care and Patient Experience, New York-Presbyterian Hospital

9. Essential elements of a successful and sustainable patient experience strategy
Moderator: Rick Evans, Senior Director and Chief Experience Officer, Massachusetts General Hospital

10. Partnering patient experience with quality and safety
Moderator: Jean Ball, Chief Compliance Officer and Director of Patient Experience at North Shore Medical Center

11. Putting the value back on the patient/provider relationship
Moderator: Lance Donkerbrook, COO, Commonwealth ACO