Global Point of Care

Lessons learned from the epicenter: COVID-19 best practices from a New York City hospital

Lessons learned from the epicenter


As healthcare systems struggle to deal with the immediate impact of the COVID-19 pandemic and plan for an uncertain future, sweeping changes have occurred across the healthcare continuum. Hospitals have adjusted multiple processes and staffing strategies to deal with the immediate challenges posed by an influx of patients, while preparing for the “new normal” that lies ahead.

This webinar will be held in a discussion/interview format and will focus on the experiences and lessons learned from a hospital administrator at the center of the initial outbreak in New York City. At the conclusion of the presentation, participants will gain a better understanding of work force and patient safety recommendations, how hospitals must change patient-care processes, and key steps facilities should take to prepare for a potential second wave of increased patient volume.

  1. Identify strategies to improve the patient and family experience during COVID-19 isolation conditions
  2. Share strategies to maintain employee emotional well-being under unprecedented working conditions
  3. Examine key changes in patient workflows to meet surge demand while maintaining the overall patient experience
  4. Discuss procedural changes necessary to ensure staff and patient safety
  5. Outline planning strategies to help prepare for the “new normal”

This event is produced by Whitehat Communications and sponsored by Abbott Point of Care.

  • One P.A.C.E.® contact hour will be provided for this basic level session until February 11, 2021. Abbott is approved as a provider of continuing education programs in the clinical laboratory sciences by the ASCLS P.A.C.E.® Program.
  • This session is approved for one Florida CE credit. Florida Board of Clinical Laboratory Personnel approved number: 50-12563

After viewing the recording, watch for the evaluation to appear in your browser. A link to your certificate will be emailed within two weeks of receipt of your completed evaluation.

About Presenter

Patient Experience/Employee Engagement/Performance Improvement/Quality/Patient Safety/Strategy

Dr. Wren Lester is the Chief Experience Officer at a large academic medical center in New York City where she plays a key role in the COVID19 Task Force. Dr. Lester acts as a facilitator of process redesign for expansion strategy and ‘New Normal’ planning. She developed new services to meet surge demand while sustaining the patient experience. She conducted rapid implementation of innovations to comply with patient isolation and strict infection control requirements. Wren has a track record of success in creating a culture of service excellence to motivate diverse, cross-functional teams to achieve business and financial objectives through statistical process control and workflow optimization. Ongoing, Dr. Lester focuses on leadership development, middle manager coaching and staff training to improve patient experience and workforce engagement.

Prior, Dr. Lester was the Corporate Director of Performance Improvement and Strategic Planning at a complex urban Medical Center in northern New Jersey. Wren concentrated her efforts on advancing organization distinction through enterprise-wide protocols for high reliability, establishing frameworks for integrative strategies to improve organizational effectiveness, enhanced productivity and profitability and strategic direction. Dr. Lester partnered with senior executives to design and implement organizational solutions against identified priorities that included care coordination and value-based care. Wren conducted organizational performance assessments across multiple industry sectors throughout the United States. As a result, Wren successfully designed processes to achieve top decile outcomes in patient safety, performance improvement, quality management, accreditation, and metric driven strategic planning. Dr. Lester directed the organization to achieve The Joint Commission’s Top Performing Hospital Award for Quality and was instrumental in achieving an “A” rating in Hospital Safety for 15 consecutive times from the Independent LeapFrog Group.

Dr. Lester completed her Doctor of Philosophy (PhD) degree at Seton Hall University in Health Sciences Leadership and Policy. Wren completed her Master of Science (MS) degree in Health Care Administration and her Bachelor of Arts (BA) degree at Rutgers University.

Related Webinars

Mitigating Acute Infections and Community Spread of COVID-19 with Rapid Antigen Testing
AACC 2022 Symposium Video: Matching COVID Testing to Patient Needs in the New Phase of the Epidemic
The lab in the future: how COVID-19 taught us the value of a transcendent laboratory service

Who Should Watch

Hospital administrators, lab, nursing directors