Tracie Clang

Performance Improvement Coach
TruthPoint

Tracie Clang, Performance Improvement Coach, TruthPoint has over 30 years of operational and management experience in the health care industry. Tracie specializes in organizational engagement and leadership development; assisting organizations in improving performance and the patient experience while sustaining that improvement over time. Tracie’s expertise encompasses working with a broad array of health care organizations, from single practitioner clinics to large health care systems. Tracie is a trained public speaker with focused efforts in process management, organizational redesign and patient experience improvement.

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

Download The Latest Agenda

Your Patient Experience Strategy and Execution

Thursday, February 12th, 2015

09:15 Keynote: How To Ensure Sustained Patient Experience Improvement Through A Culture Of Accountability

We all understand the need for accountability as a critical element in driving performance improvement but very few organizations know how to execute a structure of accountability that stimulates an optimistic attitude and a culture geared towards results. The goal of this session is to help executives, patient experience officers and front-line organizational leaders analyze the effectiveness of their own organizational accountability infrastructure and where needed, implement a practical structure for accountability that produces sustainable results and engages the workforce in improvement activities.

Attendees of this session will:
• Learn about the key cultural attributes of an accountable organization and how you can create this type of culture within your organization
• Identify and understand the three “A”s of accountability and be able to apply in their own areas of responsibility

16:15 PX Leaders Champagne Roundtable Discussions

Potential Topics:
1. How to get involved with technology decisions at your organization

Moderator: Samir Batra, VP, Patient Engagement, OneView Healthcare

2. The evolving CG-CAHPS landscape—what you need to know
Moderator: Dale Shaller, MPA, Managing Director, National CAHPS Database

3. Achieving employee engagement from the front office to the back office
Moderator: Brenda Johnson, VP, Experience and Service Excellence, Dimensions Healthcare System

4. Future-state journey mapping to unlock PX innovation
Moderator: Jeff Miller, Account Development Manager & Principal Customer Experience Consultant, CustomersFirst Now

5. Mastery simulation hourly rounding
Moderator: Kathy Bachman, Patient Experience Manager, Office of Service Excellence, University of Kentucky Healthcare

6. Leveraging a healthcare relationship management system to attract and retain patients
Moderator: Jason Wolfgang, Director, Product Management, hc1.com

7. Improve your HCAHPS Pain Scores to drive ‘overall’ success
Moderator: Megan King, MSN, RN, Director, Patient Experience, Geisinger Health System

8. How to ensure sustained patient experience improvement through a culture of accountability
Moderator: Tracie Clang, Performance Improvement Coach, TruthPoint

9. Leadership and mindfulness
Moderator: Melanie Saiedy, AVP for Organizational Effectiveness, Continuous Learning, MedStar Health

10. Using lean principles to improve every aspect of the patient experience
Moderator: Jennifer Phillips, Innovation Director, Virginia Mason Medical Center

11. Ideas for transforming the in-room experience

Moderator: Marina McDonough, Vice President, Innovation, Optum