Ensuring Quality Pre-Service Communication With Patients (BP1)

Date & Time

Monday, November 3 — 10:30 a.m. – 12:15 p.m.


Patricia Consolver
Corporate Director
Texas Health Resources

Scott Phillips
Director, Patient Access Services
Texas Health Resources


Texas Health Resources will share strategies to better manage communication with patients through monitoring, scoring, and focused training with staff. The session will share outcomes related to project impact on patient satisfaction, staff performance, and upfront patient collections.

After This Session, You'll Be Able To:

  • Review opportunities to impact patient experience in pre-service areas
  • Consider methods to monitor patient interactions from first encounter to the point of admission and beyond
  • Identify common patient complaints with pre-service activities and update processes to resolve the issues
  • Conduct quality assurance and staff training in communication with patients