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Using Lean Principles to Improve Patient Experience

April 6, 2016


Presented by Palo Alto Medical Foundation's Adrineh Poulatian, this webinar will teach attendees the basic concepts of lean management and key lean management principles such as standard work, A3, and visual management. With an understanding of basic lean management principles, attendees will then be taught strategies that can be applied to any patient experience initiative within a healthcare organization.

Download your own sample A3 Lean Management template for this presentation here

This interactive webinar will offer the following:

  • Lean management tools and how they can be applied to improving the patient experience
  • How to increase buy-in for lean practices towards organizational improvement efforts
  • Q&A period to learn more about lean management best practices


Adrineh Poulatian is the Patient Experience Program Manager at Palo Alto Medical Foundation (PAMF). As a former patient advocate, she values front line teams’ integral role in the patient experience. Her focus is to bridge the gap between the organization’s goal to provide the best patient experience and the patient’s perception of services received. This includes patient interactions; patient satisfaction; service recovery; and staff, provider and leadership training. She has been part of patient experience transformation teams at multiple organizations including UCLA Health System. Additionally, she has been on her lean journey since 2010 and has experienced the benefits of integrating patient experience efforts into lean management and operating systems. Adrineh has been a member of CaPRA (California Patient Relations Association) since 2000 and currently serves as Treasurer on the Board.

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