Moving Forward: A New Focus on Patient Care - June 14

Time: 12:00 PM


Virtual  – This is the second in a four-part webinar series.


This series is complimentary to staff at IHA-member hospitals and health systems. You may register for individual webinars or the entire series.

Registration includes program material, one connection and access to the session recording(s) for four weeks after each program.

Zoom links will be provided to registrants at least one day prior to each session.

Register Online

IHA collaborated with state hospital associations from across the country to offer this complimentary series developed specifically for hospital and health system leaders. Attend four one-hour sessions with national experts to explore post-pandemic strategies to assist you in:

  • Rebuilding your organization’s culture of innovation;

  • Achieving higher clinical quality and operational excellence using compassion;

  • Refocusing on the patient as a consumer; and

  • Integrating a culture of equity and inclusion into all aspects of your organization.


Creating an Environment of Trust through Compassion
Karen Cook, RN, Coach and National Speaker, Huron

While every organization strives to deliver exceptional, trusted, safe, patient-centered quality care—do they really? A consumer’s perception of quality at an organization is impacted by moments of truth—those moments that form an impression. This session is about hardwiring the behaviors and processes that lead to a culture of higher clinical quality and reliability, safe and efficient care delivery and operational excellence from the patient, employee and physician perspective.

Cook will lay the foundation for how to create an environment of trust. Every interaction can impact trust and the perception of quality, but those who show caring and concern can be a key differentiator. Starting with our own individual accountability, strategies to ensure compassion as a platform for all interactions will also be shared throughout the session. Not only is this good for patient- and family-centered care, creating an environment of trust through compassion contributes to our own resilience.


  • Define the value of compassion in healthcare.

  • Outline five moments of truth that impact a customer perception of quality.

  • Describe two strategies to build our own resilience through compassion.

Who Should Attend

This series is designed for hospital and health system leadership teams, including:

  • CEOs and CFOs

  • CMOs, CNOs and CQOs

  • Chief human resource officers

  • Chief strategy officers

  • Clinical leaders

  • Department leaders


Karen Cook, RN, Coach and National Speaker, Huron
As one of Huron’s most tenured coaches, Cook has more than 40 years of healthcare industry experience across clinical and consulting settings. A strong advocate of patient- and family-centered care and cultures of safety, Cook is a national speaker who presents on a multitude of topics including the importance of compassion in healthcare, healthcare leadership development, communication, employee engagement and Evidence-Based Leadership℠ tactics. She has presented to multiple industry associations including the ECRI Institute, American Organization for Nursing Leadership, Healthcare Financial Management Association and multiple American Hospital Association meetings. Her passion is working with all levels of nurses, from students to executive leaders.