Attendees will learn how to use data to improve processes, as well as learn how to collect, organize, analyze, and present data. Process improvement, patient safety, and patient satisfaction have become increasingly important in healthcare. Physicians and their patients are looking at healthcare providers for a positive patient experience. The customer focus is growing in relevance to the patient's visit. The healthcare industry has recognized that physicians and patients have a choice of where they go for care. Key to addressing patient needs is continuous assessment of critical customer satisfiers. Knowing how to recognize, evaluate and implement change to meet your customers’ needs is critical. Understanding the need of customers is only part of the answer; implementation is the differentiator. Continuous improvement and change are a necessity for success. Breaking down the process into small tangible tasks that can improve the patient experience will give you the competitive edge in pursuit of customer service excellence.