The Growing Importance of Patient and Family Experience for PAC Success

Time

April 15, 2026 | 2:00 PM ET | 30 Minutes

About

Changes to HHCAHPS and the continued shift toward value-based care are putting renewed emphasis on one critical driver of post-acute care (PAC) success: communication and experience.

In this evolving landscape, understanding and improving the experience of those in your care — and the family members who influence decisions — is no longer optional.

Join Relias for this practical, insight driven webinar as we explore how post-acute care leaders can measure, improve, and operationalize patient and family experience to drive measurable success. 

After attending this webinar, participants will be able to:

Explain how recent HHCAHPS and value-based care changes increase the importance of patient and family communication across post-acute settings

Identify the specific experience moments that most influence satisfaction, referrals, and reputation across all PAC settings

Recognize common gaps in traditional satisfaction surveys that limit action and improvement

See how experience data can be captured, analyzed, and acted on in real time to drive measurable improvements with Relias XM

If you cannot attend the live webinar, we still encourage you to register, as all registrants will receive an email with a link to the recording and resources.

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Presenters

Alicia Ellinger

Solutions Consultant | Relias

Alicia Ellinger is a Solutions Consultant and Licensed Nursing Home Administrator with 15 years of healthcare operations experience across post-acute and senior living, including skilled nursing, assisted living, memory care, CCRCs, rehabilitation, and home care. She specializes in improving clinical outcomes, strengthening operational performance, and ensuring regulatory compliance. Drawing on her leadership background, she partners with healthcare organizations nationwide to deliver data-driven insights, technology solutions, and targeted training that enhance care quality, streamline workflows, improve survey readiness, and strengthen workforce development.
Bruce Woodall

Experience Management Partner | Relias

A seasoned expert with more than 7 years of experience working with large organizations across the healthcare spectrum, Bruce Woodall is an Experience Management Partner with Relias. He helps organizations turn feedback into actionable insights that support quality improvement and growth. Woodall is a client advocate, helping partners, large and small, successfully navigate change and the implementation of SaaS platforms to realize results that impact performance.