The ROI of Social Capital: Linking Trust and Communications to Improved Outcomes

This session will present what, as of this summer, will be new findings from a Vizient and Press Ganey data collaborative (from three major health systems) that clearly quantify the connection between trust, communication and patient outcomes. Measurable results include reductions in readmissions, ED revisits and length of stay.

Thomas Lee, MD, Press Ganey’s chief medical officer and the author of Social Capital in Healthcare, will share how patient-reported experience data, when integrated with quality and cost metrics, can inform strategic decision-making and operational improvement. The session will examine the role of social capital (specifically respect, attentiveness and clear communication) in driving safer, more efficient care.

This session addresses key knowledge and skill gaps by:

• Demonstrating how to link patient experience data to core clinical outcomes using real-world examples and empirical proof points


• Providing tools that show a clear ROI on fundamental aspects of social capital


• Equipping leaders with language and metrics to elevate PX within a broader system/facility strategy

Short-term outcomes for learners: Participants will gain new insights into the impact a positive patient experience can have, and leave with actionable strategies to connect human experience efforts with quality, safety and performance goals.

Long-term outcomes: Learners will be better prepared to champion PX initiatives across their organizations, use integrated data to support investment in relationship-centered care, and participate in building predictive, system-level strategies that drive sustainable improvement.