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* 1. Ensuring your employees are well trained and understand organizational policies and procedures positively impacts patient satisfaction.

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* 2. In the article, the author mentions two ways to improve employee competency to increase patient experience and quality outcomes, which are: ___________ and ____________.

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* 3. In today’s healthcare environment, patients expect ______________ service (high-value, high-quality, exceptional outcomes).

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* 4. In the author’s paragraph regarding patient education, what are 2 tactics she suggests for processes that can help mitigate patient frustrations?

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* 5. Not all patients excel at their own advocacy and sometimes are poor historians.

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* 6. According to the author, “Ensuring an appropriate amount of time is scheduled with the provider can help improve the patient’s experience, as well as ___________ and __________.”

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