Revolutionizing Healthcare Through Digital Health and Patient Experience!                                                

Online
July 20-21, 2022 |  12:00pm ET

Ashley Ackerman

Director, Patient Experience, Strategic Operations Baptist Health System KY & IN

Ashley Ackerman is the Director of Patient Experience for Baptist Health System KY/IN. In her role, Ashley supports Baptist Health's journey to expand, excel, align, and advance their vision of clinical excellence, compassionate care, and growth by developing and executing patient experience strategies and tactics across the Baptist Health system’s 300+ points of care, spanning two states. Ashley has nearly 16 years of healthcare experience, and prior to joining Baptist Health, spent 7 years in healthcare operations management as, both, a Practice Manager and Operations Director. Ashley is a member of the System Executive Council for Safety, Quality and Patient Experience which oversees all system initiatives in those areas. She also serves on the System Operations Council for Safety, Quality and Patient Experience which is responsible for operationalizing best practices across Baptist Health.

Ashley obtained her degree in Clinical Leadership and Management from the University of Kentucky and currently resides in eastern Kentucky with her husband and two children.

Day 1: July 20, 2022

12:35 PM Presentation: The Metrics of Change: Understanding How Soft Skills Impact Patient Experience Scores

Delivering great service is at the core of patient experience – but measuring, evaluating and changing your patient experience scores can be a frustrating guessing game without supporting data. Hear from Ashley Ackerman, Director of Patient Experience at Baptist Health System KY/IN, about how Baptist Health Medical Group created an internal metric to track the adoption of soft skill training and its overall impact on the patient experience.

 

Through this fireside chat, we will explore:

  • The addition of key survey questions to pinpoint patients’ perceptions of courtesy, empathy and respect
  • Understanding the correlation between soft skills and overall patient experience, as well as how to use these metrics as early predictors and gauges
  • Targeting behaviors in service training that move the dial on these soft skills and make lasting impacts on patient experience