RN and Genetic Counselors: What Brings Patients into a Practice and What Keeps Them There


Griffin Jones, BA

Saturday, March 26
11:00 AM – 12:30 PM

 0.75 CME

Session Description:

The patient journey is divided into four phases so that providers and administrators can identify key points of friction to improve patient satisfaction and staff engagement.

Session Objectives:

  1. Identify the differences between patient retention and conversion to treatment.

  2. Discuss how to analyze friction points in the patient journey that make it difficult for patients to pursue or continue with treatment with the goal of reducing them.

  3. Define staff engagement to improve the patient experience.

  4. Describe how to prepare patients' expectations accordingly to improve the patient experience.