Culture, Sustainability, and Improvement: Shaking Up A Health Center's Culture to Benefit Patients and the Bottom Line

Do you want to witness an investigation into a South Carolina's CHC's experience with dramatic performance improvement? Then you don't want to miss CSI: Culture, Sustainability, and Improvement. This session will closely examine and scrutinize the tactics and solutions Uptown Family Practice (Carolina Health Centers, Inc.) used to dramatically improve their patient experience, broaden their workforce roles within the health center, boost the role of leadership through a management development tract, and ultimately improve their bottom line. A health center can't sustain dramatic, transformational change to their patient experience without undergoing a culture shift to support the new process. Miriam Ferguson (COO/CIO of Carolina Health Centers, Inc.) will be joined by Coleman Associates to share the story of their experience - where they started and where they are now, over a year into their sustainability efforts.

• Identify proven principles to dramatically improve the patient experience at your health center.
• Review tested strategies for broadening and re-thinking support staff work roles to maximize performance and appointment slot-utilization.
• Discover immediately implementable techniques to inform and produce transformative leadership growth in order to sustain cultural change in providers and other front-line staff.