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Special Topic Course: Patient Experience Through A Neonatal Therapy Lens; Influencing Change Through Passion and Perseverance.

Speakers: Christy Gliniak OTR/L, CNT, NTMTC, CPXP
Jenene Craig, PhD, MBA, OTR/L, CNT

Topic: Patient Experience Through A Neonatal Therapy Lens; Influencing Change Through Passion and Perseverance.

Course Description: : The World Health Organization defines an outcome measure as a “change in the health of an individual, group of people, or population that is attributable to an intervention or series of interventions.” Outcome measures (mortality, readmission, patient experience, etc.) are the quality and cost targets healthcare organizations are trying to improve. Today, healthcare organizations utilize the Patient Experience framework to drive executive decisions and improve quality of patient care. It is imperative that neonatal professionals understand these Patient Experience principles in order to validate, expand and elevate our presence in the Neonatal Intensive Care Unit (NICU) from an administrative perspective. Currently, there often exists a mismatch between traditional rehabilitation expectations for patient treatment and translating that to the environment of the neonatal intensive care unit. Neonatal therapists often find themselves in a crossroads of meeting traditional rehabilitation department productivity demands against the necessary patient experience demands of the NICU. Our neonatal therapy lens of promoting neuroprotection, supporting the parent/infant dyad and optimizing outcomes naturally aligns with the fundamental concepts of Patient Experience. It is our passion for these concepts and for the families under our care that drives us to be advocates and to persevere the multiple barriers within the culture of healthcare. This presentation will help us explore how we use our core practice as a neonatal professional in a culture of innovation and excellence. Topics include: 1) reflecting on how we currently articulate our role in the NICU, 2) incorporating key verbiage to meet administrative interests and expectations, 3), understanding the Quality Improvement (QI) process, 4) reflecting on and initiating unit-specific interprofessional solutions that address current or perceived gaps in service that impact patient experience. This presentation, for novice to expert, highlights our unique role in the NICU and will explore how neonatal professionals can lead change through influence.

Speaker Bio: Christy Gliniak OTR/L, CNT, NTMTC, CPXP is a neonatal occupational therapist who has a deep commitment to learning, advancing neuroprotective, developmental care practice and collaborative teamwork in the NICU. She graduated from the University of Alberta and developed a passion for neonatal therapy while on staff at ULCA in 2000. Christy is currently the lead neonatal therapist at MultiCare Deaconess Hospital in Spokane, Washington in their level III NICU. In addition to her clinical work, she is highly involved in staff education, program development and quality improvement initiatives. Christy received her designation as a certified neonatal therapist (CNT), developmental specialist through NANN and is certified in Neonatal Touch and Massage (NTMTC). She has had a strong interest in the field of patient experience and obtained certification as a Certified Patient Experience Professional through the Beryl Institute. Christy is the Marketing Specialist for the National Association of Neonatal Therapists and also enjoys the opportunity to travel internationally as a speaker and consultant. In 2016, she co-founded Soul Fuel Company to spread inspiration to busy professional women and is especially joyful in her role as a wife and mother of two.
Jenene Craig, PhD, MBA, OTR/L, CNT lives in metro Atlanta, GA., is the Program Director for the Infant and Early Childhood Development (IECD) doctoral Program at Fielding Graduate University. She has been practicing for 37 years and has been specialized in the Neonatal Intensive Care Unit (NICU) since 1985. She was privileged to receive her NIDCAP training for NICU caregiving under the tutelage of Dr. Heidelise Als in Boston, MA. For many years, Jenene served as CEO of ‘Family Infant Connections’, a NICU consulting practice. Jenene currently serves as the Director of Education for NANT and was the inaugural Co-Chair of the NTNCB. In addition to consulting with several local NICUs, Jenene works PRN at a regional Level III NICU. Over the past number of years in particular, Jenene has worked toward emphasizing the transdisciplinary and essential role of the neonatal therapist among other professional organizations and is currently on the Board of Directors for the National Perinatal Association. Jenene’s personal passion is to support neuroprotective work in the NICU with a focus on parent-infant outcomes. Her first passion is as wife and mother of six children.

0-6 min: Passion & Perseverance: Managing our energy as warriors of change.
6-19 min: Define the Field of Patient Experience
19-22 min: Perceptions: How parents interpret what we say and do.
22-26 min: The continuum of care: critical touch points from admission through discharge
26-31 min: Enhancing Patient Experience with partnership and advocacy
31-34 min: Neonatal Therapists: Leading through influence
34-36 min: Engaging organizational culture & leadership
36-42 min: Using data to inform, motivate and support action
42-47 min: Driving Improvement: Design & Innovation
47-55 min: Take Action: A vision for a better patient experience
55-60 min: Learning assessment

Christy Gliniak OTR/L, CNT, NTMTC, CPXP
Financial Disclosures: No relevant disclosures.
Nonfinancial disclosures: No relevant disclosures.

Jenene Craig, PhD, MBA, OTR/L, CNT
Financial Disclosures: No relevant disclosures.
Nonfinancial disclosures: No relevant disclosures.

Conflict of Interest: There is no conflict of interest for anyone with the ability to control content for this activity.

Target Audience: OT, SLP, PT, RN, MD and Neonatal professionals

Level: Intermediate


  1. Define two concepts of the “Patient Experience” framework.
  2. Following the self-reflection needs assessment, prioritize two-unit specific areas for Quality-Improvement.
  3. Using a hospital leadership perspective, delineate three ways the neonatal professional can influence patient experience outcomes.

Instructional Method: Recorded webinar with lecture, interactive audience participation, video, small group reflection, discussion, and handout. Learning assessment and course evaluation follow course.

Course Completion Requirements: The learner must view the entire webinar, complete the course evaluation and complete the post webinar learning assessment with at least 80% to receive education credit. Login and logout times will be recorded and documented.
Following completion of this course physical therapists, nurses and other disciplines will receive a certificate of completion and a zip file containing information necessary to submit to their individual state for education credit. Zip file will include course bibliography. Physical therapists are responsible for knowing and adhering to their state’s deadlines, rules and regulations.

Registration information:

In order to obtain access to the course, click the “Register now” button at the bottom of the screen. You are required to be a NANT member in good standing to have access to this course. You may also purchase this courses as a non-member by clicking the “Buy Now” button at the bottom of the screen.

For ADA accommodations, please call NANT Customer Service for more information at (866) 999-5524.

Cancellation Policy: Click HERE to review NANT’s Course Cancellation Policy.


Continuing Education Information*


AOTA CEUs: National Association of Neonatal Therapists® (NANT) is an AOTA Approved Provider of professional development. This Distance-Learning Independent Course is offered at 0.1 CEUs (Intermediate level, Occupational Therapy Service Delivery & Professional Issues). AOTA does not endorse specific course content, products, or clinical procedures.

ASHA CEUs: Learners must complete the entire course in order to receive ASHA CEUs. No partial credit awarded. ASHA CE Provider approval and use of the Brand Block does not imply endorsement of course content, specific products or clinical procedures.
ASHA CE Registry users: NANT will submit your ASHA CEU credit to ASHA on your behalf. ASHA CEUs may take up to 100 days to appear on your ASHA Transcript.

Non-ASHA CE Registry users: Maintain your course records and please keep your registry status current in your NANT account. Update your NANT account with your ASHA number if your registry status changes. NANT is not responsible for tracking your registry usage.

PT CE Credit: This activity has been approved by the Texas Board of Physical Therapy Examiners for 1.0 CCUs for PTs and PTAs.

NANT is recognized by the New York State Education Department’s State Board for Physical Therapy as an approved provider of physical therapy and physical therapist assistant continuing education.

* If you attended this presentation at NANT 9, you can still receive CE Credit by completing this online version.

Questions regarding CE credit should be directed to the National Association of Neonatal Therapists at or (866) 999-5524.

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