Onsite Educational Training

As your Care Experience Architect, I am dedicated to delivering comprehensive onsite training programs tailored to enhance patient and employee satisfaction surveys. The training is designed to instill a culture of service excellence, where patient-centric care and staff well-being converge. Here’s a detailed description of the training program:

Patient-Centric Care Principles:

In-depth exploration of the principles of patient-centric care, emphasizing empathy, communication, and personalized service.

Strategies to integrate patient-centric principles into daily workflows for all staff members.

Wellness-Focused Work Environment:

Insight into creating a work environment that promotes the physical, mental, and emotional well-being of healthcare professionals.

Tools and practices to foster a positive workplace culture.

Effective Patient Communication

Techniques for clear and compassionate communication with patients, addressing their concerns and building trust.

Role-playing scenarios to practice effective communication strategies.

Internal Communication Strategies:

Enhancing communication among healthcare teams to streamline workflows and improve collaboration.

Developing communication protocols for optimal patient care.

Establishing Patient Advocacy Programs:

Insights into creating and implementing patient advocacy programs to prioritize patient needs.

Strategies to empower staff to advocate for patients at all levels of the organization.

Enhancing Patient Satisfaction:

Analyzing patient satisfaction surveys to identify areas for improvement.

Implementing best practices to elevate overall patient satisfaction scores.

Designing Employee Well-being Programs:

Creating comprehensive programs addressing physical, mental, and emotional health for healthcare professionals.

Evaluating the effectiveness of well-being initiatives through employee satisfaction surveys.

Building a Supportive Work Culture:

Strategies to cultivate a supportive work culture that encourages teamwork and resilience.

Identifying and addressing factors contributing to employee dissatisfaction.

Survey Metrics and Analysis:

Interpreting patient satisfaction and employee satisfaction survey data.

Using data insights to drive targeted improvements in both patient and staff experiences.

Continuous Improvement Strategies:

Establishing processes for continuous monitoring and improvement based on survey feedback.

Adapting strategies to address evolving patient and workforce needs.

Leadership Development Programs:

Equipping leaders with the skills to champion patient experience and workforce well-being.

Building a leadership cadre capable of driving cultural change and excellence.

Navigating Organizational Change:

Strategies for successfully leading and navigating cultural transformations within healthcare organizations.

Ensuring leadership alignment with patient-centric and well-being initiatives.

Tailored Solutions for Each Healthcare Setting:

Customizing training modules to address the unique challenges and opportunities of each healthcare organization.

Addressing specific concerns raised by staff or identified through surveys.

Post-Training Follow-up:

Conducting follow-up assessments to measure the impact of the training.

Providing ongoing support and adjustments based on real-time feedback and evolving organizational needs.

The on-site training program is crafted to create a lasting impact on patient and employee satisfaction by instilling a commitment to service excellence and well-being within the organizational culture. Through a combination of theoretical insights, practical exercises, and continuous improvement strategies, the program aims to transform healthcare environments into centers of excellence.

Introduction to Service Excellence and Quality in Healthcare

Overview of the importance of service excellence in healthcare settings.

Introduction to the customized “train the trainer” program and its objectives.

Review of organizational assessment findings and data collected for customization.


Understanding Your Team and Patients: The Foundation for Excellence

Analyzing demographic and psychographic aspects of your team and patient population.

Customizing service strategies based on the unique characteristics of your organization.

Incorporating data-driven insights into service planning.


The Role of Frontline Leaders and Physicians

Defining the critical role of frontline leaders and physicians in driving service excellence.

Equipping leaders with skills to champion service quality within their teams.

Case studies and practical exercises on effective leadership in healthcare.


Customized Manual Overview and Key Components

Detailed walkthrough of the customized training manual.

Explanation of instructive sidebars, practice exercises, and key point summaries.

Overview of optional instructional videos featuring realistic patient and family encounters.


Interactive Learning Sessions

Engaging group discussions on real-world challenges faced by healthcare teams.

Learning activities to reinforce key service excellence principles.

Skill development sessions for effective patient interaction and conflict resolution.


Recovering from Customer Service Failures

Strategies for acknowledging and addressing customer service failures.

Role-playing exercises for practical application of recovery techniques.

Developing a culture of continuous improvement in service delivery.


Dealing Effectively with Difficult Customers

Understanding the psychological aspects of difficult customer interactions.

Providing tools and techniques for empathetic communication.

Addressing challenging scenarios through case studies and role-playing.


Creating Memorable Customer Service Experiences

Crafting a patient-centered approach to create lasting positive impressions.

Real-world examples and success stories of exceptional patient experiences.

Guided exercises on tailoring service approaches to individual patient needs.


Workbook Customization Session

Interactive session to tailor the workbook to the specific objectives of the healthcare organization.

Incorporating organization-specific case studies and scenarios.

Customization of practice exercises for practical application within the organization.


Conclusion and Next Steps

Recap of key takeaways from the training program.

Guidance on implementing learned strategies within daily workflows.

Planning for continuous improvement and follow-up sessions.


Optional Evening or Weekend Training Sessions

Flexibility in scheduling to accommodate the unique needs and availability of healthcare teams.

Evening and weekend sessions available upon request.

 

The onsite training program is designed to empower frontline leaders and physicians with the knowledge and skills needed to foster a culture of service excellence and quality within their teams. The interactive and customized nature of the training ensures practical applicability within the unique context of the healthcare organization