Improving Quality through Patient, Staff, and Physician Experience
Case Study: William Maples, MD, Senior Vice President & Chief Quality Officer, Mission Health System

Event Date: Thursday, April 10, 2014 at 10:00 AM PDT

The Experience Innovation Network invites you to join a live webinar with Dr. Bridget Duffy, the nation’s first healthcare Chief Experience Officer, and Dr. William Maples, Senior Vice President & Chief Quality Officer for Mission Health System.

This online event will profile the success of Mission Health System and their efforts to integrate quality, safety, and patient experience initiatives that has resulted in improving “top box” physician communication scores from the 60th to 85th percentile and risk-adjusted mortality rates to under 0.8% in less than 24 months.

Learn how patient experience investments can serve as a unifying strategy that improves quality and outcomes, and ultimately returns caregivers to purpose.

Learning Objectives, include how to:
- Build a strategy and operating infrastructure that aligns quality, safety, and experience
- Create a sustainable model for fostering a relationship-centered culture
- Infuse patient, family, and staff voice in decision making and process improvement
- Map the gaps in the human experience and design innovative “Always Events”


Bridget Duffy, MD
Chief Medical Officer, Vocera Communications
An international speaker on the subject of why human experience matters and how it impacts clinical outcomes, Dr. Duffy is the co-founder of the Experience Innovation Network and Chief Medical Officer of Vocera Communications, Inc.

William Maples, MD
Senior Vice President & Chief Quality Officer for Mission Health System.
As Senior Vice President & Chief Quality Officer, Dr. Maples has full-time responsibility for quality, patient safety, and patient experience throughout Mission Health System in the Western North Carolina region.

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