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Mitch Hagins

Nursing 2017 Speaker -  Mitch Hagins

Title: Back to the Future; Patient experience and the link to Quality, safety and financial performance

Mitch Hagins

Studer Group, Canada


Mitch Hagins’ expertise comes from 32 years of healthcare leadership, sales and marketing, strategic planning and senior management. He uses these experiences to coach organizations who all demonstrate year over year improvement in their pillar goals including patient experience, employee engagement, physician engagement, core clinical measures and other partner-specific metrics. Because of these results, Mitch achieved coach of the year and received a Studer Group Fire Starter Award and he also received recognition in 2010-11 Who's Who of Executives, Professionals and Entrepreneurs.


Improving patient experience has emerged as an important healthcare policy priority across Canada and beyond. Tools and systems for monitoring patient experience metrics are becoming increasingly refined and standardized, and the trend toward greater

accountability for improvements that are sustainable and affordable is well underway. For many healthcare professionals, this represents a renewed focus on core patient needs and priorities, following decades during which structural and technological changes have dominated healthcare agendas. Improving patient experience in our contemporary healthcare environment presents major challenges—and opportunities—for health leaders. The experiences of Studer Group partner organizations in Canada, the United States and beyond are relevant and instructive in this context. These organizations have adopted a model known as Evidence-Based Leadership (EBL) that enables and supports the alignment of all activities and behaviours toward specific organizational goals, including measurable patient experience improvements. This presentation will discuss case studies of organizations that have adopted EBL. These organizations are demonstrating rapid progress in patient experience indicators while simultaneously making gains in critical areas such as clinical outcomes, safety, physician and staff engagement, and financial

performance. Emerging evidence concerning the factors and processes that underlie these improvements will also be discussed. Beyond Patient experience lies the next frontier – Patient Engagement. The presenter will introduce its importance as we move along the

continuum from patient satisfaction, to patient experience to patient engagement.