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Patient Experience of Care (PEOC) LAN

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Overview

PEOC LAN meetings embrace principles of patient-centered care and the development of a culture that helps to identify root causes of behavior and support behavioral change within facilities. PEOC LAN meetings help to identify interventions to improve facility culture and reduce issues related to grievances and access to care.

Upcoming Event

Meeting details to come.


Past Events

July 24, 2019
Empowered Kidney Care | View Recording

Presenters: Cady Cummings, MSN, BSN, RN, CDN, and Taunja Arvelo, BSN, RN

Biographies: Ms. Cummings is a clinical manager with Fresenius Kidney Care in Waco, Texas. 

Ms. Arvelo is a clinic manager with Fresenius Kidney Care in Waco, Texas.

Presentation Objectives:

The speakers:

  • Defined the Empowered Kidney Care model.
  • Described how outpatient dialysis facility can use the Empowered Kidney Care to improve patients’ experience of care.
  • Identified ways to overcome common barriers.
  • Demonstrated improved clinical outcomes.

One Continuing Education Credit Opportunity:

Click here if you are already registered in the Learning Management Center (LMC).

Click here to register for the LMC and then access the course.


May 22, 2019
Partnering Together: Benefits of Patient Representatives | View Recording

Presenter: DeeDee Velasquez-Peralta, LMSW

Biography: Ms. Velasquez-Peralta is the patient services manager at ESRD Network 12, serving Iowa, Kansas, Missouri, and Nebraska.

Presentation Objectives:

By the end of this presentation, individuals will be able to:

  • Describe the Network Patient Representative (NPR) Program.
  • Summarize NPR partnership roles.

The speaker:

  • Shared NPR recruitment and selection strategies.
  • Shared stories of NPR partnerships in action.

One Continuing Education Credit Opportunity:

Click here if you are already registered in the Learning Management Center (LMC).

Click here to register for the LMC and then access the course.


March 27, 2019
Consumer Assessment of Healthcare Providers and Systems (CAHPS) and the Patient Experience | View Recording

Presenter: Sophia Worth, LMSW

Biography: Ms. Worth is a dialysis social worker at DaVita in Seguin, Texas.

Presentation Objectives:

  • Review how clinics can use the In-Center Hemodialysis (ICH) Consumer Assessment of Healthcare Providers and Systems (CAHPS®) to improve patients’ experience of care.            
  • Identify ways to be creative and use fun within the clinic to increase patient morale and engagement in their health education.
  • Review the social worker’s role in facility staff education and communication styles.

One Continuing Education Credit Opportunity:

Click here if you are already registered in the Learning Management Center (LMC).

Click here to register for the LMC and then access the course.


January 23, 2019
Anonymous Grievances: How to Improve the Process for All | View Recording

Presenter: Heather Ludvigson, LCSW

Biography: Ms. Ludvigson is the center manager at Satellite Dialysis in Santa Rosa, California.

Presentation Objectives:

  • Outline the structure of a robust anonymous grievance process.
  • Review promising practices for implementation of an anonymous grievance process.
  • Identify ways to reduce the patients’ fear of retaliation.

One Continuing Education Credit Opportunity:

Click here if you are already registered in the Learning Management Center (LMC).

Click here to register for the LMC and then access the course.


2018 PEOC LAN Archive