Jennifer Thompson, certifications
Department of Quality and Analytics
East Carolina University
Jennifer's office runs all CG CAHPS surveys for the ECU Physicians' practice. She has served as a secret shopper, provided walk-throughs in clinics and provided suggestions for best practices, and has presented her findings at clinical lunches and meetings.
Presenting at the Nexus Summit:
During a four year period, ECU Physicians created a framework for improving communication skills between all clinical team members and with the patients and family members that they serve .In collaboration with the Department of Quality and Analytics, we found ways to improve the patient satisfaction scores from surveys completed by clinic patients. We divided our study into three phases: Phase one focused on provider-patient communication. Phase two focused on the Patient Access Service Staff members and patient communication skills. Phase three focused on clinical engagement. Each phase was…