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Sprinkling Pixiedust on Patient Experience with Ochsner

Speaker

Elizabeth "Liddy" Deacon
Patient Experience Manager
Ochsner Health System

Ochsner Health System

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Summary

Using customer service principles in a healthcare setting seems like an “out-of-the-box” method to improve patient experience efforts.  However, you’d be surprised with how transferrable the lessons learned from a quality customer service leader can develop your front-line staff members.  This session will assist in understanding our unique customer mix, explain how to listen to the unmet need and establish behavioral expectations for staff by using these methods.

Elizabeth "Liddy" Deacon has been working in a Patient Relations capacity for over 7 years with Ochsner Health System. Prior to joining Ochsner, she worked with The Walt Disney Company in Orlando, Florida, who trained her in the art of true, quality customer service. Through her transition from the hospitality industry to healthcare, she has been able to share her skill set with other staff members for the betterment of the organization. By leveraging this particular skill set, she has been successful in implementing multiple initiatives that not only relate to Patient Relations but help improve the overall patient experience.