Problem: The Patient Experience Today-Get Started
Welcome to Improving Patient Experience Through Analytics
Course Introduction
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Meet Your Faculty: Craig Johnson
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Providing Mayo Clinic Insights: Dr. Victor Montori
Meet Your Guest Speaker: Lisette Roman
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Syllabus
Problem: The Patient Experience Today-Overarching Course Framework
Overarching Framework
Experience Management Analytic Framework (Population Lens)
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Problem: The Patient Experience Today-Experience Management/Decision Support System
EM/DSS Preview
Problem: The Patient Experience Today-Module 1 Overview
Module Introduction
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Thoughts About This Module
Problem: The Patient Experience Today-Lesson 1: Frustration with our Healthcare System
The Frustration with our Healthcare System
The Proposal for a Patient Revolution
Problem: The Patient Experience Today-Mayo Clinic Spotlight
Discussing the Making Care Fit Manifesto
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Best Intentions and Adverse Outcomes
Problem: The Patient Experience Today-Lesson 2: Consumerism and Personalization
Consumerism and Personalization
Provider-centric to Consumer-oriented
Standardized to Personalized
Problem: The Patient Experience Today-Lesson 3: Well Intentioned Trends with Unintended Consequences
Well Intentioned Unintended Consequences
Industry Shifts
We Are Being Left Stranded At Home
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Problem: The Patient Experience Today-Lesson 4: New Business Models and Accountability
The Shift of Financial Risk Towards Provider Organizations
Tools for Five-Star Success
Impact of CMS 5-Star Quality Rating System
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Introduction to CAHPS
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Problem: The Patient Experience Today-Lesson 5: Getting to Enabling Decision Support
Experience as a Journey
Experience Journey Map
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We Need a Dose of Decision Support
Problem: The Patient Experience Today-Module 1 Wrap-Up
Resources Reminder
Summary
Problem: The Patient Experience Today-Expanding Personalization
Patient Experience Old to New
Patient Empowerment: Doctor & Patient
What Do We Have for Data?-Module 2 Overview
Module Introduction
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Thoughts About This Module
EM/DSS Preview: Project Proposal
What Do We Have for Data?-Lesson 1: Patient Sourcing Needs
The Tip of the Data Iceberg
What Do We Have for Data?-Lesson 2: We are Swimming in a Sea of Data
Enabling the Patient/Provider Relationship
What Do We Have for Data?-Lesson 3: We Need Smart, not Big Data
Smart Data not Big Data
Smart vs. Big Data
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What Do We Have for Data?-Lesson 4: Social Drivers of Health Outcomes and Perceptions
Social Drivers of Health Outcomes & Perceptions
Social Drivers of Health Outcomes and Perceptions
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What Do We Have for Data?-Lesson 5: Missing or Incomplete Data
Missing Data
What Do We Have for Data?-Lesson 6: Dark Data and Data Silos
Dark Data and Data Silos
Dark Data and Bias
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What Do We Have for Data?-Lesson 7: Provider Data is Messy
Provider Data is Messy
What Do We Have for Data?-Lesson 8: Data Layering
Data Layering
Traditional vs Nontraditional Data Sources
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What Do We Have for Data?-Module 2 Wrap-Up
Resources Reminder
Summary
Humanizing With Data-Module 3 Overview
Module Introduction
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EM/DSS Experience Journey Map Preview
Humanizing With Data-Lesson 1: Humanizing the Patient
Holistic Needs, Burdens and Motivations
Use Case: Uncle John
Humanizing With Data-Lesson 2: Humanizing Data Attribution
Humanizing Data Attribution
Factors Driving Health Risk
Humanizing With Data-Lesson 3: Attribution Methods
Attribution Methods
Attribute Definition
Temporo Relational Reasoning
Humanizing With Data-Lesson 4: Introduction to AI-based Modeling Techniques
AI-based Modeling Techniques
Humanizing With Data-Module 3 Wrap-Up
Resources Reminder
Summary
Predicting Experiences-Module 4 Overview
Module Overview
EM/DSS Preview: Persona Model
Predicting Experiences-Lesson 1: Impact of the Right Outcome Definition
Definition of the Outcomes
Predicting Experiences-Lesson 2: Impact of Using the Right Data
Impact of Using the Right Data
Predicting Experiences-Lesson 3: Predictions Enabling Experience Management
Predicting Enabling Experience Management
Predictions, Insights and Recommendations (CAHPS)
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Predicting Experiences-Module 4 Wrap-Up
Resources Reminder
Summary
Predicting Experiences-Course Wrap-Up
Congratulations