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

By Sue Ludwig

“This presentation truly helped me find my passion and how I can help improve the patient experience in our NICU. It also made me more aware of the way I communicate with families.” – Ashley Heppermann MOT, OTR/L, NTMTC

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

Release: Available Now – On Demand

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 highlights our unique role in the NICU and will explore how neonatal professionals can lead change through influence.

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

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

CE Credit: 1 hour for OT/PT/SLP/RN

Level: Intermediate

Fee: $57 or Free for Members


  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.

Click here to take this course now.

“I appreciated the point: every interaction matters. It coincides with our therapy approach: every touch matters.” – Kay West, OTR/L, CNT

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