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Webinar — Improving the Patient Experience: Lessons from Golden Valley Health Centers

Learn how Golden Valley Health Centers (GVHC), a Federally Qualified Health Center system serving California's Central Valley, has made significant strides in improving the patient experience while boosting employee satisfaction.

California Improvement Network

A growing body of research suggests that how patients interact with the health care system — and how they perceive those interactions — affect both clinical outcomes and use of resources. Golden Valley Health Centers (GVHC), a Federally Qualified Health Center system serving California's Central Valley, has made significant strides in improving the patient experience while boosting employee satisfaction.

GVHC implemented a range of patient experience initiatives, including an effort to transform the waiting room experience and redesign the intake process to make patients feel more welcome. Importantly, GVHC has made improving the employee experience a central tenet of improving the patient experience, emphasizing a similar "customer-focused" approach for staff trainings and workshops.

Learn more about GVHC's efforts to transform the patient and employee experience. Hear from:

  • Elizabeth Morrison, LCSW, MAC, director of talent and culture, GVHC
  • Connie Santa Rosa, patient services representative, GVHC

A recording of the webinar and the presentation slides are available below.

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