Improving Patient Satisfaction and Experience

Oct. 17, 2 p.m. Eastern time | Register now

Presenter: Jennifer Durbin, RN, Expeditor

Healthcare’s recent and ongoing focus on process improvement is a push towards Value-Based Medicine. To increase customer satisfaction, healthcare must look at what changes can be made to bring more value to each clinic visit.

Lean Six Sigma and Patient Flow Efficiency are ways large medical groups and small physician practices can enhance their clinic throughput and increase patient satisfaction. The goals of Lean Patient Flow are to improve the quality of healthcare and the overall patient experience. The concepts and application of Lean Patient Flow will be introduced along with options for implementation. The essence of lean principles in healthcare focuses on continuous improvement.

Jennifer Durbin is a registered nurse and has been a pediatric nurse since 1998. Upon graduation from Emory University with her Bachelor’s in Nursing and Master’s in Public Health, Jennifer began her career in the Pediatric Intensive Care Unit at Children’s Hospital of Alabama. Having worked as an RN in Pediatric Home Health Care and Urgent care, she was recently nominated in 2017 for Children’s Healthcare of Atlanta’s Nursing Excellence award.

Jennifer joined the Lean Consulting team of Expeditor in 2016 while continuing to practice nursing in urgent care. She has worked with clients such as DaVita Medical Group, Crystal Run Healthcare, and most recently, Cedars Sinai’s flagship clinic in Beverly Hills, California.

Jennifer utilizes her clinical experience to provide insight to her clients during consultations and training. Jennifer holds her Black Belt in Lean Six Sigma and works with clients to increase their patient flow efficiency and hence increase their bottom-line.