Consultation
Kevin W. Freeman is your dedicated Care Experience Consultant, committed to cultivating a culture of service excellence where patient-centric care and staff well-being intersect.
With a wealth of experience, Kevin provides healthcare organizations with comprehensive plans, tools, and resources to reinforce and enhance their team’s service excellence skills while empowering the workforce.
Expertise Highlights
Service Excellence Reinforcement:
Develops and implements customized service excellence programs to reinforce a culture of patient-centric care.
Empowers healthcare teams with the skills and mindset needed to consistently exceed customer expectations.
Alignment for Responsive Care:
Assists organizations in aligning their structures to be more responsive to the needs of both staff and patients.
Enhances organizational agility and responsiveness through tailored strategies and insights.
Patient Satisfaction and Employee Engagement:
Specializes in improving overall patient satisfaction scores and employee engagement surveys.
Utilizes training and strategic consulting expertise to drive measurable outcomes in healthcare settings.
Measurable Improvements:
Designs and orchestrates service excellence processes that measurably improve both internal and external customer satisfaction.
Focuses on tangible outcomes that contribute to organizational success and profitability.
Profitable Outcomes:
Guides organizations to boost profits by fostering greater customer and brand loyalty.
Connects service excellence initiatives directly to financial success through improved satisfaction metrics.
Leadership and Team Development:
Emphasizes the importance of strong service leadership, skilled management, and effective teamwork.
Equips team leaders with customer-centric processes and standards, fostering a culture of continuous improvement.
Effective Problem Resolution:
Provides strategies to better recover from customer service failures and handle difficult customer interactions.
Guides teams consistently create memorable customer service experiences that set organizations apart.
Cultural Management:
Advises on actively managing organizational culture through strategic hiring based on cultural fit.
Ensures that everyone on the team understands and embodies the service commitment, driving a collective “above and beyond” mindset.
Kevin W. Freeman is your partner in achieving exceptional patient care, aligning your organization to respond to the ever-evolving needs of both your staff and customers.
By instilling a culture of service excellence and providing targeted strategies, Kevin is dedicated to helping your organization thrive in the competitive healthcare landscape. Elevate your patient satisfaction, boost employee engagement, and drive profitability with Kevin’s proven expertise in Care Experience consultation.
Embark on a transformative journey with Kevin to elevate your healthcare organization’s culture, enhance patient experiences, while prioritizing your workforce wellness.
Through a tailored approach, allow him to design and orchestrate the following initiatives to drive positive change at your healthcare organization.
Onsite Comprehensive Assessment:
Kevin possesses the capability to conduct a meticulous onsite assessment, thoroughly analyzing your organization’s culture. Through a holistic examination of operational practices, he can identify opportunities for improvement, providing valuable insights into enhancing overall organizational effectiveness.
Voice of Patients and Staff Representation:
Kevin will serve as the dedicated advocate for both patients and staff, collaborating closely with senior leaders, medical staff, and departmental directors. By representing the voices of patients and staff, he’ll work to foster a culture of service and compassion within your organization, ensuring that the concerns and perspectives of all stakeholders are heard and addressed.
Strategic Advisement for Patient Satisfaction:
Kevin will offer strategic advisement for enhancing patient satisfaction, providing expert advice on best practices to improve your organization’s HCAHPS/CAHPS scores. His commitment involves revolutionizing patient experiences through innovative initiatives, prioritizing service excellence to elevate overall satisfaction levels.
Interim Chief Patient Experience & Workforce Wellness Officer:
Kevin is positioned to serve as an Interim Chief Patient Experience & Workforce Wellness Officer for your healthcare organization, offering his expertise until a permanent executive is identified. During this interim period, he will actively assist in the executive search process by providing support during candidate interviews. His role is to catalyze improvements in patient experience and staff well-being, bridging temporary leadership gaps to ensure a seamless transition for your organization.
Performance-Enhancing Initiatives:
As a Care Experience Architect, Kevin specializes in producing performance-enhancing initiatives for healthcare organizations. He’ll orchestrate and implement service excellence initiatives that align with your organizational goals. Additionally, he’ll seamlessly integrate staff engagement initiatives, aiming to boost morale which will contribute to positive patient outcomes.
Executive Support and Leadership Development:
Kevin offers comprehensive executive support and leadership development for healthcare organizations, leveraging his ability to deepen the insights of frontline staff and physician leaders into patient-focused strategies. His approach includes fostering support and buy-in from executives and senior leadership, ensuring successful implementation of training programs and future initiatives.
- Patient and Family Engagement, Patient Experience & Measurement Tools
- Organizational Change Management
- Workforce Engagement and Performance
- Best Service Practices and Protocols
- Data Analysis and Interpretative Skill
- Surveys, Metrics & Standards