Moving HCAHPS With Change Psychology (Video)

Moving HCAHPS With Change Psychology


Too often managers tackle improvement projects by focusing on strategy, structure, culture, or systems. While these are important elements, change psychology tells us that data-only arguments aren't nearly as compelling as emotionally-based arguments, especially to the front line.


This webinar covers how:

  • Emotion is a driving factor even within analytical high reliability goals
  • SMART goals are important, if you implement them properly
  • How to sustain your change


Join Steve Bachtel and Michael Niederhauser, experts patient experience and change implementation, as they discuss how engaging your teams’ emotions could be the key to the process to create lasting positive change. 


Interested in the presentation slides? Find them at


HCAHPS Success eBook




Steve Bachtel

Chief Commercial Director, MyRounding

Steve has been consulting with health systems, hospitals, and physician’s groups for almost 20 years. Steve’s expertise includes leveraging outcomes to drive patient volume, perfect culture and process to improve patient experience, and engage patient populations pre-, point-, and post-care. Steve’s professional and graduate research work has prepared him to be a thought leader in the healthcare technology space.


Michael Niederhauser

Vice President of Customer Experience, MyRounding

Michael honed his information technology and change management skills with Accenture in Washington, D.C. He spent 10 years with a rural health non-profit bringing leading edge patient centered technology and education to underserved communities. Michael is also extremely proud of his service in the U.S. Peace Corps where he taught secondary math and conducted HIV / Malaria awareness programs.