Impact Patient Satisfaction with Peer Coach Training
Engage Frontline Staff as Champions and Performance Coaches
To truly impact patient satisfaction you need to broaden the base of skilled people who champion the cause and work effectively with small groups and individuals on key word design, skill rehearsal and cementing new habits.
Inspired by The Tipping Point by Malcolm Gladwell
In his groundbreaking book about how to create culture change, Gladwell shares evidence that significant culture changes reach a tipping point more often than not because a critical mass of people with certain predilections all apply their energies, even unconsciously, to bringing about the change. Their natural style, which they can’t resist living every day because that’s who they are, pushes the change they want over its tipping point, causing it first to spread like an epidemic and then to stick.
Wendy Leebov and her team can help you develop a squad (or many squads) of grassroots champions for the quality patient experience.
- You provide the group. Membership can be voluntary or you can recognize star performers by inviting them to join or both!
- We develop their skills as GREAT-patient-experience fanatics and performance coaches for peers.
Features
- Two day program (spread apart by 4-6 weeks)
- Peer Coach Guide
- Facilitator’s Guide for a Management Meeting in which peer coaches demonstrate their passion and promote their services
- Guide for Managers: How to engage a peer coach and delegate to them clearly and appropriately
Here’s How Your Peer Coaches Will Be Able to Help
- Peer Coaches will be role models: They will apply excellent service and communication skills with patients, families and each other. They will make exceptional service and caring their standard practice.
- Peer coaches will promote/advocate for commitment to a culture of exceptional service and patient-centered care. They will express their commitment and share personal testimonials about how this process is affecting them…how it is connecting with their personal hopes and vision for their work. They will do their best to address other people’s resistance with courage, tact and compassion.
- Peer coaches will be supportive, helpful, and non-threatening skill coaches and facilitators. They will be able to work with small groups to develop and practice key words or scripts or effective responses to difficult situations. And, they will be able to provide coaching on service performance with individuals.
A Few of Our Peer Coaching Clients
- Burlington Memorial Hospital of Virtua Health
- Chambersburg Hospital
- Cumberland Valley Medical Associates
- Waynesboro Hospital
If you want to impact patient satisfaction and promote the quality patient experience with peer coach training or you simply want to learn more, call Wendy Leebov directly at (215)413-1969 or
contact us.
Return from Impact Patient Satisfaction with Peer Coach Training to Hospital Patient Satisfaction
Return from Impact Patient Satisfaction with Peer Coach Training to Quality Patient Experience Home
|
