Led By: Ingrid Nembhard, Ph.D., M.S., Fishman Family President's Distinguished Associate Professor, Associate Professor of Health Care Management, The Wharton School
Despite extensive improvement efforts, reports of problematic patient experiences have perturbed healthcare delivery organizations for decades, and have been growing once again since the COVID-19 pandemic began. In this session, Ingrid Nembhard, PhD, MS, Fishman Family President’s Distinguished Associate Professor of Health Care Management, will discuss the value of leveraging patient narratives –accounts of their experiences in their own words – as a critical component for desperately-needed organizational learning and quality improvement in healthcare.