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Creating the Extraordinary Patient Experience

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In the era of healthcare consumerism, distinguishing your practice in the marketplace is critical to your success and livelihood. When patients feel cared for, they are fully prepared to comply with your course of treatment and are confident in your expertise and the ability of your staff. When patients are unhappy, they can harm professional relationships and impact your liability exposure and bottom line. In the one-hour webinar, Gwen Spence, MBA, Assistant Vice President of Membership Services with the Cooperative of American Physicians (CAP), will address how physicians can build a practice that patients are happy to recommend to friends, develop a reputation you and your team can be proud of, and become the provider of choice in your market.

The discussion will be followed by audience Q&A. Physicians are invited to submit their questions in advance at

At the completion of this activity, the attendee will be able to:

  • Define the patient experience across the continuum of care.
  • Identify three fundamental foci of the patient experience that will favorably impact healthcare outcomes.
  • Develop protocols to reduce patient anxiety, improve patient adherence and create the extraordinary patient experience.
  • Discuss the key elements in creating the extraordinary patient experience.

Registrants will receive the recording and slides once they are available. Register now to access these materials automatically after the live webinar.

This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council of Continuing Medical Education/California Medical Association (ACCME/CMA) through The Cooperative of American Physicians, Inc.

CAP designates this webinar for a maximum of 1.0 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.


  • Gwen C. Spence, MBA

    Gwen C. Spence, MBA, is CAP’s Assistant Vice President of Membership Services. She works with independent physicians and medical groups on coverage inquiries, practice and employee issues, and financial questions. She also oversees CAP’s Residents Program and The Successful Physician Program to educate residents and physicians about topics including patient safety, quality care, and patient experience.

    Ms. Spence worked in the insurance industry for a great deal of her career before joining CAP in 2010 as an underwriter. She began working with the Membership Services department in 2017. Ms. Spence received a BA in Anthropology and a BA in Ethnic Studies from California State University, Fullerton, and then went on to earn an MBA from Pepperdine University.

July 14, 2021
Wed 12:00 PM PDT

Duration 1H 0M

This live web event has ended.

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