Monthly Webinar
How Practice Leaders Can Walk the Patient Journey, Uncover Hidden Barriers, and Turn Insights into Measurable Results
Join us for a Free Member Webinar on
Tuesday, November 11th, 2025
Time: 12:00 PM - 1:00 PM (Central)
Patient experience starts long before a visit and continues well after the bill arrives. In this tools-based, actionable session, healthcare consultant Lauren K. Harris, FACMPE, CPCO helps practice leaders see their organizations through a patient’s eyes. Using her Pillars of Practice Management framework, Lauren shares ten practical ways to “secret shop” your own practice — from online search and scheduling to check-in, billing, and follow-up.
Participants will learn how to evaluate their systems and processes in a consistent, structured way to identify meaningful opportunities for improvement. The result is a clearer view of what patients actually experience and a stronger foundation for engagement, loyalty, and long-term success.
Objectives:
See your practice the way patients experience it
Identify friction points that affect patient satisfaction and loyalty
Apply the Pillars of Practice Management framework to strengthen systems and achieve results
Registration Costs
Association Members FREE
Non-Members $25.00*
*Join IHLA Today and attend this webinar and future webinars FREE. Individual Membership is $150
Cancellations will not be refunded.