In this Webinar, participants will learn about design thinking methodology to reframe problems and challenges into opportunities through empathy. Participants will learn about design thinking for process improvement and elevating satisfaction scores.

Learning Outcomes

      • Apply innovation methodologies to challenges of all shapes and sizes to build a better performance improvement plan
      • Take away at least five ideas for performance improvement projects in the next year that will further your organization’s mission, improve quality and elevate CAHPS scores


Stephanie Johnston, MBA

Stephanie is president and CEO of Transcend Strategy Group, a consultancy that helps home-based care providers improve quality and elevate patient experience by building powerful teams. Stephanie spent most of her 20+ year career working in Fortune 500 companies in marketing, continuous quality improvement and general management. At Transcend, she translates and applies insights gleaned from the Fortune 500 to the fast-paced and lean environment of post-acute care.

Mardy Maki, BA

Mardy is Chief Strategist for Transcend Strategy Group. Mardy brings design thinking, focus and insights to organizations with the ambition to grow. She draws from experience with Fortune 500 companies and more than 20 years of healthcare strategy work for acute care organizations. Mardy has proven her talents and skills for pinpointing growth and improvement opportunities amidst unprecedented complexity and change.

CE/CME Information

Nurse: NHPCO is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

NHPCO designates this live activity for a maximum of 1 contact hours. Nurses should claim only the contact hours commensurate with the extent of their participation in the activity. Accredited status by ANCC refers only to continuing nursing education and does not imply endorsement of any commercial product discussed in conjunction with this activity.

Physician: The National Hospice and Palliative Care Organization is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.

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

Certificate of Participation for Non-physician Healthcare Professionals: For participants* whose disciplines are other than nurse and physician, you may request a Certificate of Participation for Non-physician Healthcare Professionals to submit to your accrediting bodies/licensing boards for continuing education credit. This certificate will indicate the Webinar was certified for AMA PRA Category 1 Credit(s) TM. It is the responsibility of participants to submit the certificates to their accrediting bodies/licensing boards for approval. Unfortunately, NHPCO cannot guarantee its acceptance. To receive this certificate, you must complete all CE/CME requirements and indicate your desire to receive this certificate on the evaluation form.

*including bereavement professionals, finance professionals, physician assistants, social workers, spiritual care givers, etc.