Improving patient experience is a critical piece of preparing for value-based care and payment. Because of its importance, many facilities implement multiple strategies to improve patient experience in the hopes that some will deliver positive outcomes. This can leave mid-level managers, often the drivers of patient experience initiatives, feeling overwhelmed and spread too thin.

This workshop is designed for mid-level leaders such as directors, managers, supervisors, and charge nurses. In our time together, we’ll explore some patient experience improvement tools that you may already be familiar with, such as the 5 P’s, moments of kindness, and leader rounding. But we’ll look at them in a new way, using proven models for effectively driving change and focusing efforts on the most important factors. We’ll also practice ways to provide your employees with feedback that impacts future behavior and interactions with patients.

You’ll leave this workshop ready to use evidence-based practices for driving change, improving patient experience, and coaching employees along the way. 


  • Understand why “more is not better” when implementing initiatives
  • Learn and practice three initiatives proven to impact patient experience
  • Learn and practice methods for providing effective feedback and coaching to drive behavior change for frontline staff 


Picture of Shannon Studden

Shannon Studden, MS, PHR

Senior Program Specialist
National Rural Health Resource Center

Shannon joined The Center in February 2018. In her role, she provides education and coaching for rural health leaders. With extensive experience designing and delivering educational programs and facilitating team events, Shannon brings expertise in the fields of leadership development, evaluation and measurement, change management, and strengthening collaborative partnerships.

Shannon has supported leaders and workgroups in a variety of industries, including mining, public utilities, and health care. She has also taught courses in Management, Organizational Behavioral, Interpersonal Relations and Teamwork at the University of Minnesota Duluth. She received her Master of Science in Industrial/Organizational Psychology from the University of Tennessee at Chattanooga.

Picture of Rhonda Barcus

Rhonda Barcus, MS, LPC

Program Manager
National Rural Health Resource Center

Rhonda joined The Center in 2012 and manages the Small Rural Hospital Transition (SRHT) Project and population and community health services. She has worked in hospital settings since 1987. Rhonda is experienced in leadership and organizational development and has assisted hospitals to address organization-wide goals related to improving patient experience and staff retention. She is currently an independent contractor to assist leadership teams to develop the skills and strategies needed to drive patient experience.

Rhonda received her Master of Science (MS) in Psychology from Georgia College and State University. She is also a licensed professional counselor and has worked in the field of substance use.