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More Than a Feeling: Essentials of a Meaningful Experience


September 29, 2021
11:00 am - 12:00 pm
Event Category:

This webinar will introduce you to a simple framework you can use for improving the patient experience in your organization. You will be introduced to simple tactics and behaviors that will help you make more meaningful connections with patient, families, and team members.


  • Establishing the “why” for improved patient experience in your facility.
  • Utilizing connection, smiling, empathy, compassion, and understanding, as the basis for your patient experience framework.
  • Communicating effectively, including verbal, non-verbal, and listening skills, within the patient experience framework.

Featured Speaker:

Kristy Gay, is the Patient Experience Officer for Baptist Memorial Health Care Corporation based in
Memphis, Tennessee. As the CXO, Kristy is responsible for patient experience efforts across the system. Prior to joining Baptist, Kristy served as a Senior Advisor at Press Ganey assisting hospitals and healthcare systems across the United States with improving their patient experience along with employee and
physician engagement. Kristy has had the opportunity to speak at national and regional conferences highlighting proven patient experience strategies along with ways to improve organizational culture.

Cost: $135.00 per facility or $25.00 per individual.
VIP Subscribers: Use as part of your subscription.

1.0 Nurse Contact hour.

This webinar will be recorded.

This program is supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $824,375 with 0% financed with non-governmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA, HHS, or the U.S. Government. For more information, please visit HRSA.gov.