Proving the Unquantifiable: The ROI in Managing the Human Mind and Emotions
Avi Zaraya, MBA, Director, Volunteer & Chaplain Services, Kaiser Permanente, Woodland Hills, Woodland Hills, California

Stress, anger, disappointment, acceptance – words that broadly label patient emotions.  But have we altogether forgotten the internal toll these varying sensations play on the human being?  This workshop will prove the ROI Volunteer Services’ provides in directly shaping the patient experience and honing in on the mysterious mental game that baffles the business/medical sides of healthcare.

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