Business Transformation & Operational Excellence Insights

Customer Experience Excellence Live - SPEAKER SPOTLIGHT: Improving Patient Satisfaction Starts by Improving Patient Experience Using FTS.

Written by BTOES Insights Official | Nov 23, 2022 12:30:00 PM

Courtesy of Reza Ziaee, MA., MSE., MBB., PhD., FHIMSS below is a video of his speaking session on 'Improving Patient Satisfaction Starts by Improving Patient Experience Using FTS' to Build a Thriving Enterprise that took place at Customer Experience Excellence Live - A Virtual Conference.

Session Information:

Improving Patient Satisfaction Starts by Improving Patient Experience Using FTS

  • The journey to improve patient/customer satisfaction starts with improving patient/customer experience which can be challenging.
  • Experience drives satisfaction but it is important to understand the relationship between what aspects of experience effects satisfaction in a positive way.  
  • The Functional Tree Structures (FTS) concept provides a roadmap to transform the customer experience, facilitates criteria measurement, and helps to visualize and document how enhancing experience throughout the service delivery cycle enhances satisfaction.  
  • Leaders will learn how to successfully create lasting improvements in patient/customer experience through standardizing, optimizing, and aligning processes thereby improving patient/customer satisfaction ratings.

Session Video: 

 

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About The Speaker:

Reza Ziaee, MA., MSE., MBB., PhD., FHIMSS,
Preparing for Continuous Quality Improvement for Healthcare

 

Dr. Ziaee has over 25 years of experience in healthcare operations audit, analysis, improvement, redesign, and consulting.  He has published and presented on healthcare operations redesign, process analysis, improvement, and value engineering.  He has a strong methodological background in both qualitative and quantitative process improvement and has successfully conducted analyses with scores of hospitals and health systems.   

Dr. Ziaee is the co-author of “Preparing for Continuous Quality Improvement for Healthcare, Sustainability through FTS” published by CRC Press - Taylor and Francis Group, ISBN 13:978-1-4665-6770-2 with James Bologna in 2015.

His academic qualifications include a Ph.D. with a concentration in Applied Statistics and Quality Engineering from Wayne State University, an MSE in Industrial Engineering from the University of Michigan, and an MA in Economics from The University of Detroit.  Reza has also obtained the highest level of certification in Lean and is a Six-Sigma Black Belt.

He was an adjunct professor for four years in the MBA program at the Roseman University of Health Sciences, University of Phoenix, and the University of Michigan, teaching Healthcare Economics, Management Operations, Macro-Economics, and Engineering Economics.

His past experience includes work with Oakwood Healthcare System, Henry Ford Health System, Banner Health System, BCBS of Michigan, Western Medical Health System, Renown Health, Dignity Health, and Antelope Valley Hospital.
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