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)
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.
We can all relate to times we have been disappointed by a service, restaurant, travel, or product experience. Chances are, there are instances when that individual or organization stepped in to recover your disappointment, as well as times when no one addressed your concern. How did their action (or inaction) influence your loyalty to that organization?
The reality in healthcare is that recovering disappointments is profound to shaping the memories, referrals, loyalty, quality, and service outcomes. We are a high risk, high emotion industry and despite our calls to serve and missions, we can make mistakes. According to research, 55% of individuals are already worried something might go wrong during their hospital stay. Knowing we must work harder and harder to meet the demands of patients and consumers across our diverse continuum of care settings, evaluating the effectiveness of your service recovery process can pay dividends in creating patient and family loyalty.
This course is best for:
Leaders
Physicians
Staff
Anyone looking to improve healthcare communication
Course Objectives
By the end of this 5-part course, you will be able to:
Create a culture of responsiveness to patient and family needs and expectations
Equip all employees to address a service failure
Turn a negative situation into a positive one
Prevent a negative situation before it occurs
Have the practice, policy, and procedure to address a situation
Monitor trends and opportunities to improve
Physicians & Clinicians
We help provider teams thrive by creating resilient cultures where performance and passion converge. We help doctors and clinicians tap into their ability to dramatically change the life of their patients.
Leadership Development
We work with your goals to establish a Clinician Leadership Development Program. Assimilating learnings from a stakeholder engagement session dubbed the Clinician Leader Deep Dive, we will focus on competencies that elevate clinician engagement, communication, burnout reduction. There is a national need for clinician leadership development to establish a framework and foundation for healthy teams, managing others, and cultivating excellent patient experiences. Additionally, we may include Physician Office Managers in development activities to further build relationships to support market share objectives.
ED Coaching
Your Emergency Department (ED) is your front door, setting the stage for the community’s perception of your entire facility and the Always Experience. Our expert teams will assess, align and develop leaders, staff and physicians to execute and master proven competencies, experience standards, and processes yielding improved outcomes and sustainable results.
Medical Group Performance Improvement
Medical Clinic and Ambulatory experiences represent a vital step in the continuum of care. From scheduled imaging, to infusion, to the lab, physician visits and beyond demonstrating excellent care is necessary to create patient loyalty. Our coaches and consultants work with medical group teams to focus on teamwork, professionalism, patient-centered communication, and creating memorable patient experiences within their specific settings.
Managing Conflict Resolution
At the heart of healthy teamwork is the recognition that when a conflict occurs, those in positions of influence feel safe and supported to take swift action to resolve the issue and build trusting relationships among the team in the process. Our experts have developed a successful tool, the Conversation Curve to support leaders, staff, and physicians with the communication skills and resources to embrace conflict and create healthy resolution.
The Conversation Curve builds upon the perspectives of each party in conflict and matches their perceptions to communication and actions your employees can take. We begin by building assessing your current conflict challenge and communication competencies to Acknowledge Past, Sense Present and Realize Future, and line up the practice of achieving greater teamwork.
Resiliency and Burnout
Engagement and purpose is essential to excellent care delivery. We’ve worked with many organizations to build healthy cultures at the unit, department and organizational levels. We bring together best practices from a wide array of experience working across teams and health systems to deliver pragmatic approaches you can implement to make immediate changes.
We have found success in creating environments of engagement, joy, and positivity that in turn yield cultures of excellence. This does not mean organizations do not experience challenges, set backs, and devastation. These attributes do, however, set a standard for growth and achievement that stretches us to have greater expectations for what is possible and deserved by our workforce in service to our patients.
CARES™ Training
We understand that experiences are shaped by more than the words spoken and actions taken. Real encounters are complex and interactive, requiring planning and practice to achieve the best experience for both caregivers, their patients and their families.
CARES is a training tool designed to equip every team member in a healthcare organization with a common understanding and set of behaviors to deliver an exceptional patient and family experience. With a simple yet effective framework, CARES helps you to create an environment for delivering highly reliable patient and family experiences of care.
Clinicians Rounding on Patients
Leader Rounding on Patients is a purposeful management strategy to validate staff behaviors and to ensure a personal connection with patients. It provides leaders with a consistent, valid framework for harvesting recognition and intelligence to coach employees for improvement. It is also a tool to validate that CARES and Standards are used correctly and consistently by employees.
HCAHPS Intensive Workshops
Our HCAHPS Workshops are designed to create a learning experience that will jumpstart performance. By identifying strategies to truly engage staff and physicians in patient experience performance, this session will align key patient experience competencies with domain specific action plans. This learning event will empower your team with strategies and help develop tactics for your organization to administer excellent patient care, leading to higher HCAHPS scores and improved VBP reimbursements.
Compassion Tribe Premium
Create a personalized and custom engagement for your organization or departments via the Compassion Tribe Premium Program. Compassion Tribe Premium targets support for coping, resiliency, leading through change and patient-centeredness for specific team and organizational needs weekly training meetings and virtual coaching sessions that empower teams and departments.
Frontline Staff
We engage medical support and frontline staff in embracing compassionate care to patients that is both impactful and effective.
Standards of Behavior
We engage your champions to design and build a program to amplify your organization’s service standards for the patient experience. We work with your teams to establish standards that define accountability for how care is delivered and how teams work together to create a high performing organization.
Managing Conflict Resolutions
At the heart of healthy teamwork is the recognition that when a conflict occurs, those in positions of influence feel safe and supported to take swift action to resolve the issue and build trusting relationships among the team in the process. Our experts have developed a successful tool, the Conversation Curve to support leaders, staff, and physicians with the communication skills and resources to embrace conflict and create healthy resolution.
The Conversation Curve™ builds upon the perspectives of each party in conflict and matches their perceptions to communication and actions your employees can take. We begin by building assessing your current conflict challenge and communication competencies to Acknowledge Past, Sense Present and Realize Future, and line up the practice of achieving greater teamwork.
CARES™ Training
We understand that experiences are shaped by more than the words spoken and actions taken. Real encounters are complex and interactive, requiring planning and practice to achieve the best experience for both caregivers, their patients and their families.
CARES is a training tool designed to equip every team member in a healthcare organization with a common understanding and set of behaviors to deliver an exceptional patient and family experience. With a simple yet effective framework, CARES helps you to create an environment for delivering highly reliable patient and family experiences of care.
Service Excellence Training
We will apply our Learn | Create | Realize framework to design, develop and implement Service Excellence Behaviors that align and extend your organization’s values and performance goals. We will take the time to learn more about the culture and behaviors within your organization to best embrace existing strengths to achieve the highest possible impact and outcomes. We will develop your workforce using high-impact learning experiences to adopt service excellence behaviors. Attendees will be certified and walk away with a new sense of ownership towards a service culture.
Train the Trainer
The most sustainable path to creating an environment of “every patient, every time” is through consistent development, engagement, and accountability owned from within your organization. Our curriculum is delivered with identified champions through our “train the trainer” methodology. We train your internal coaches to administer our proven coaching model, and they in turn train your leaders, staff and physicians. This approach ensures internal mastery of skills, greater adoption of process changes, and an efficient way to deploy best practices across every department in a consistent way. Skilled internal champions leverage tactics that sustain change and execute ongoing process evaluation. Upon completion of the Train-the-Trainer program, internal champions are awarded certification and will drive organizational self-sufficiency and sustainable outcomes.
Compassion Tribe Premium
Create a personalized and custom engagement for your organization or departments via the Compassion Tribe Premium Program. Compassion Tribe Premium targets support for coping, resiliency, leading through change and patient-centeredness for specific team and organizational needs weekly training meetings and virtual coaching sessions that empower teams and departments.
