About the Coming Soon
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This course is best for:
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Leaders
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Physicians
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Staff
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Anyone looking to improve healthcare communication
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Service Recovery
Understanding exactly what Service Recovery is and having a plan for implementation is top of mind for leaders in healthcare across the country. Service Recovery is a communication practice and process (including a set of tools and techniques) that can be used to make things right after something has gone wrong with the healthcare experience. Service recovery, when executed timely and effectively not only improves patient loyalty and referrals, it also positively affects quality and service outcomes.
Service Recovery
Lessons:
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Lesson 1
Becoming Confident with Service Recovery
Boosting your confidence and that of your team is the first step to successfully identifying and responding timely to a patient or family concern. Every service disappointment holds the opportunity for us as healthcare providers to recapture the trust and confidence of patients and their families. A well-developed Service Recovery plan that includes messaging and actions will build that trust not only with patients but within the healthcare team. (Video Duration: 2min:54s)
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Lesson 2
Cuing into Service Failures
As healthcare leaders, physicians and staff we know our “world”, how things work, who works with who and we can form realistic expectations. Our patients and their families are new to our world and can form incorrect expectations without even knowing it, which can lead to service disappointments. By walking in our patients’ slippers, seeing things from their position in an exam gown we can prevent service failures before they happen. Paying attention to wait times, asking questions, anticipating a schedule change and communicating. These are just the surface of the well of opportunities we have to cue into patient needs. (Video Duration: 2min:20s)
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Lesson 3
Uncovering the Unsaid
Sometimes despite our best efforts to anticipate service failures, our patients are dissatisfied and silent. We need to take steps to discover and make it safe for patients to voice their concern. Taking the first step in acknowledging a potential disappointment or one that has occurred helps build confidence in our patients to share their concern or hurt. Building strategies to uncover patient and family disappointments provides a platform to confidently approach patients and give them the opportunity to share how we can serve them better. (Video Duration: 2min:37s)
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Lesson 4
Responding to Service Failures
Our response to a service disappointment is key to retaining the confidence of our patients and their families. The healthcare experience is the culmination of varied touch points with healthcare providers. Therefore, our opportunity to encounter a patient with a service disappointment outside of our department or control is very real. No matter where or how the disappointment occurred we can use the opportunity to create good will and shape a positive memory for the patient. (Video Duration: 1min:34s)
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Lesson 5
Service Recovery Conversation
At the heart of service recovery is recognition that a conflict has occurred, taking swift action to resolve the issue and building trusting relationships with patients and their families. The Conversation Curve is a conflict management communication model that helps you match the conflict with communication techniques and actions that meet the patient and family perceptions. (Video Duration: 4min:07s)
Patient Rounding
Patient rounding is an essential ingredient to pivot forward and accelerate patient experience excellence. At its core patient rounding is a practice and a process, designed to connect leaders and patients to build the relationship, validate the care experience (service and quality) and gain tools to recognize and coach team performance. Yet, chances are you have tried patient rounding previously. We will help you close the gaps between effort and effectiveness with this learning course designed to reduce variability while instilling patient confidence in the organization, the team, its leadership and quality of care.
Patient Rounding
Lessons:
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Lesson 1
Patient Rounding for Improvement
This lesson focuses on the basics of practicing purposeful, planned rounds with your patients; and engaging in process improvement among your peers and staff. In this lesson learn principles that will elevate your patient rounding to the level of making lasting changes for your department and organization.
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Lesson 2
Three Steps for Patient Rounding
As Leaders, time is our greatest asset. Therefore, it is important that we use our time in the most valuable way. Patient rounding is an important tool that allow patients and families to share meaningful information that builds trust in our care, our teams, and our organization.
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Lesson 3
Patient Rounding: Overcoming Pitfalls
When patient rounding doesn’t seem to be making the difference you know evidence shows it should, it may be time for a re-tooling of your patient rounding methodology. Explore in this lesson how to set up your patient rounding for success from beginning to end, from patient and family discussion to reflection and recognition or coaching of staff. Excellent patient rounding will quickly become your norm with this valuable guidance.
Empathy
Empathy is key in building trust and deepening relationships with our patients. Learn how to avoid patient labeling, resensitize the patient experience, and practice empathy in your communication with patients and families.
Empathy
Lessons:
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Lesson 1
Empathy and Communication
As caregivers we must build trust with our patients and their family members. Empathy is the ability to understand and share feelings of another. Empathy is key to build trust and engage patients in their own care. Learn how you can build your empathy “muscle” and engage with your patients by seeing their world and understand their feelings. (Video Duration: 2min:35s)
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Lesson 2
Avoiding Patient Labeling
In our work as healthcare providers we can run low on energy and lose empathy for our patients. When this happens, patient labeling becomes common. Patient labeling can lead to behaviors that sabotage efforts to attain a higher level of patient centered care. Learn what you can do to avoid patient labeling and restore empathy for patients. (Video Duration: 3min:54s)
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Lesson 3
Resensitizing to the Patient Experience
Learn how to understand and improve the experience your patients are having in your organization. What are the barriers to improving the patient experience? Create a path to help your teams rediscover why they are in healthcare and renew their focus on the patient experience. (Video Duration: 5min:19s)