Observations from the Bedside: Strategies to Create a Culture of Always

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Start Time:12:00 AM
End Time:12:00 AM
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Provided by MHA Health Institute
Health Institute

Date & Time

Tuesday, Aug. 13
9:30 - 10:30 a.m.

Register on or before Wednesday, Aug. 7, to ensure delivery of instructional materials.

MHA members — $225
Nonmembers — $275

The webinar registration fee is for one phone line connection. Each additional connection will be charged a registration fee. Get more value by inviting colleagues to join you!

This webinar is being offered at a reduced registration fee to MHA-member hospitals thanks to a generous contribution from the MHA Management Services Corporation.


staff associated with patient experience survey results and improvement, including executive team members, senior leaders, directors, managers, and nursing and physician personnel

The following program content was provided by the speaker.


What can 1,000 hours of observing patient care at the bedside — along with interviews of patients and their families — tell us about managing their expectations and perceptions? In this webinar, participants will gain insight into what patients say is most important to them and how you as their clinician can create a positive patient-provider partnership.

Clinicians have a set of tasks they need to perform every day to insure quality of care with their patients. The results of two large “Touch Studies” performed in a PCU and a MedSurg unit will be shared. Three easy strategies that clinicians can incorporate into their shift of care that will create a connection with every patient also will be provided.


At the conclusion of this session, participants will be able to:

  • identify what is most important to the patient without adding more to your day
  • demonstrate stronger relationships with patients and improve patient engagement
  • discuss simple strategies clinicians can incorporate that will have a positive impact on their patients


Katie Owens, MHA, CPXP
Co-Founder and President
Healthcare Experience Foundation

As the senior leader of a national consulting firm, Katie Owens has worked with hundreds of organizations and thousands of leaders to equip their cultures and instill competencies that achieve breakthrough performance with quality, safety, patient experience and workforce engagement. Her fundamental tenet is that every person is worthy of an environment where he or she can receive and deliver the best possible care. She is the lead author of the HCAHPS Imperative for Patient-Centered Excellence and frequently authors in respected industry publications and journals.

Brooke Billingsley
Vice President Service Excellence
Healthcare Experience Foundation

Brooke Billingsley has extraordinary insight into how health care organizations can ensure that every patient has an exceptional experience. That understanding comes from a unique combination of life experiences and professional work. Her personal medical journey battling cancer, along with decades of in-depth qualitative research with patients at the bedside, have fine-tuned Brooke’s ability to concisely and compellingly synthesize complex information, greatly benefiting her clients.