Uncovering the “Why” Behind Good and Bad Patient Experiences

Learn how Cedars-Sinai improved patient experience in the Emergency Department and developed PX processes that could be rolled out across the organization. Instead of relying solely on CAHPS-based insights, they leveraged the flexibility of real-time engagement. Rotating initiatives allowed the team to understand which aspects of experience had the biggest impact, leading to small, targeted changes with significant results. 


  • Understand how to incorporate real-time engagement into existing processes 

  • Explain the key role of correlation analysis in understanding and confirming patient preferences 

  • Determine what specific aspects of experience are leading to good or bad feedback

Speaker(s):

Claude Stang
Claude Stang, RN and Nurse Leader, Executive Director of Emergency Services, Cedars Sinai Medical Center, Los Angeles
Paul Jaglowski, Founding CEO & Chief Strategy Officer, Feedtrail, Inc.
Claude Stang