Giving Patients a Voice and a Role in Quality Improvement

June 9, 2022

Giving Patients a Voice and a Role in Quality Improvement

Patient experience is becoming increasingly important in the transition to value based health care. A positive patient experience with effective communication contributes to better engagement and overall better health outcomes for patients.

This presentation uses real-life examples to discuss effective inclusion of patients in quality improvement, understanding the patient perspective and leveraging data to drive improvement. 

Target Audience

•    Community-based organizations
•    Health plans
•    Health systems
•    Outpatient providers

Learning Objectives

•    Define patient experience and the difference between patient “experience” and patient “satisfaction.”
•    Explain how better experience improves outcomes. 
•    Demonstrate an effective model for using data and including patients in quality initiatives. 

Course summary
Available credit: 
  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 Participation
  • 1.00 PCMH CCE
Course opens: 
Course expires: 
Event starts: 
06/09/2022 - 2:00pm EDT
Event ends: 
06/09/2022 - 3:00pm EDT

Kelsey Keith, BSPH, PCMH CCE

Kelsey Keith is the Patient Centered Medical Home Program Manager for Northeast Georgia Physician’s Group (NGPG). In her role she manages all NCQA programs for NGPG including Patient Centered Medical Home (PCMH), Diabetes Recognition Program (DRP), and Patient Centered Connected Care (PCCC). In addition to managing NCQA programs Kelsey champions Patient Experience across the ambulatory care clinics and is responsible for directing the Patient Advisory Groups each month. She has nine years of experience in practice transformation and has led and sustained more than sixty ambulatory clinics in achieving Patient-Centered Medical Home, twenty- six clinics achieving DRP, and seven Urgent Care Clinics maintaining PCCC. Kelsey has a Bachelor of Science in Public Health from East Carolina University and has been a CCE since July of 2014.


Katherine Rowland, BSN, RN-C, ACM 

Katherine Rowland is currently serving as Director of Population Health for the Northeast Georgia Physicians Group. In this position Ms. Rowland provides operational oversight for all recognition programs to include Patient Centered Medical Home, Patient Centered Connected Care and Diabetes Recognition Programs. Under her direction, surveys are conducted to assess patient experience and a Patient and Family Advisory Council was developed. Patient experience data is provided for individual providers and practices to help drive improvement where opportunities exist.

Ms. Rowland also provides leadership for services provided by the Patient Centered Care Management team which includes Registered Nurses and Social Workers who provide Transitions of Care and Complex Care Management to certain patients.

Prior to accepting her current role, Ms. Rowland served as Administrative Director of Primary Care Operations for eight practices with a strong focus on facilitating delivery of safe, effective and patient centered care.



In support of improving patient care, the National Committee for Quality Assurance is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC) to provide Interprofessional Continuing Education for the healthcare team. 

This educational activity is approved for a maximum of 1.0 AMA PRA Category 1 Credit™. 

This educational activity is approved for 1.0 nursing contact hours.*

This live course grants 1.0 Continuing Education Unit (CEU) points for PCMH Certified Content Experts.  

* Please note – You must attend the entire program to be eligible for total number of contact hours.


Available Credit

  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 Participation
  • 1.00 PCMH CCE


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