Patient Experience Initiative

OPCA's Patient Experience Webinar Series

Through OPCA's Patient Experience Initative we launched a series of Webinars from December 2015 to March 2016. The goal of this initiative was to assist Oregon Community Health Centers in becoming providers of choice through radical customer orientation. Resources and information from this series is available below.

If we want to thrive in our changing health care environment, we must have a more radical customer orientation in the work that we do. In order to do this, it is essential that we understand what our patients are experiencing and work with them to design the care that they want. The use of Patient Experience information and the process of co-designing health services is essential if we want to build a true customer-oriented system of care that will improve health outcomes.

Below are the resources from this four part webinar series that explores the why and the how of capturing patient experience and co-designing health services. You will find resources we have collected through the implementation of this initiative. 

Patient Experience Webinars and Resources:

The Patient's Experience: What's so radical about a customer orientation?

Wednesday, December 16, 2015 | Presentation Slides

Best Practices in using the data and information you collect on Patient Experience  

Wednesday, January 20, 2016 | Presentation Slides | Webinar Recording

Capturing The Patient Experience: Tools, Techniques and Methods

Wednesday, February 17, 2016 | Presentation Slides | Webinar Recording

Experience Based Design Toolkit    Patient Experience Network from NHS

How to Create and Support Powerful Patient Advisory Committees

Wednesday, March 16, 2016 | Presentation Slides | Webinar Recording

Key Steps for Creating Patient and Family Advisory Councils 


One of our participating clinics had the following to say about involving patients in designing their own care.

"The mission of our Clinic is to provide compassionate community care rooted in a strong collaborative relationship with our patients. Our proactive, multidisciplinary team is committed to supporting our patients on their road to wellness.

We have chosen to work on our Emergency department visit rate and 30 day hospital readmission rate. This particular measure has traditionally had very low patient compliance for us and we have struggled to cement meaningful agreements with our Hospital partners. We want to look at the ED experience through the view of the end user by journey mapping with patients their recent experiences and facilitating several brainstorming sessions. The information gathered from these sessions should help us find ways of addressing the problem of ED over utilization and gaps in care coordination.

My goal as the Director of Quality is to involve our patients and our community into all of these projects on some level. I know this can be done and I am so glad to have OPCA as a partner along the way."

Additional Patient Experience Resources: 

Engaging Patients in Improving Ambulatory Care - Robert Wood Johnson, Aligning Forces for Quality

Consumer Assessment of Healthcare Providers and Systems (CAHPS) Results from Oregon's CCOs for 2013-2015

Catalyst Innovation Tools:


Questions about Patient Expereince?Contact OPCA's Claire Tranchese.