Webvent Academy

Bringing Professionals Together

Building a Patient Care Culture of Accountability

Monday, January 14, 2019 1:00pm - 2:00pm EST  
Host: Association for Talent Development
By: Charlotte Hughes, director, ChenMed

Improving the patient experience and delivering patient-centered care is on the agenda of virtually every hospital today. Yet while hospitals’ performance on national patient-experience surveys gains greater public attention and is increasingly tied to financial rewards, the avenue for improvement is unclear. Building on the foundation of Picker Institute’s Eight Principles of Patient-Centered Care, Mayo Clinic's 7-Prong Model of Service Excellence, and Partners in Leadership's Culture of Accountability model, we will discuss Health Inclusion's framework for Building a Patient Care Culture of Accountability.

In this webcast, you will learn:

  • an insightful and easy-to-use framework for tying organizational culture to patient outcomes.
  • essential tools and skills required to accelerate patient care culture change.
  • how to achieve patient care equity.
  • how to redefine accountability as a positive and powerful principle that will dramatically improve the patient experience.
  • a simple way to change the culture at the bedside and in the doctor's office.


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Charlotte Hughes
Charlotte Hughes

director, ChenMed

Charlotte Hughes is an organizational effectiveness and diversity and inclusion manager and consultant. She has more than 15 years of experience in learning, leadership, organization development, and inclusion across multiple industries. She partners with nonprofit and for-profit stakeholders in healthcare, manufacturing, financial services, logistics, media, automotive, retail, and telecommunications to create solutions for improved human capital performance and sustained growth. Her passion for healthcare diversity and inclusion in the workplace and marketplace is focused on issues and innovations toward delivering high-quality, culturally-sensitive patient care to ensure better health outcomes for all. Charlotte has achieved Certified Diversity Professional (CDP) status by the National Diversity Council and is a Certified Professional in Learning and Performance (CPLP). She is currently pursuing a master’s in health administration.

Charlotte earned a bachelor’s degree in human ecology from Cornell University and a master’s degree in human resources management from New York Institute of Technology. Through skills-based volunteerism, Charlotte also contributes her expertise in coaching, consulting, speaking, and blogging on healthcare diversity and inclusion marketplace and workforce trends and innovations. She recently co-facilitated a leadership development panel discussion at the 2017 ATD Healthcare Summit. In addition to the ATD Healthcare Community of Practice, Charlotte is a member of the American College of Healthcare Executives (ACHE), the Florida/Jacksonville National Diversity Council, and Mayo Clinic Social Media Network.  

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