Patient Experience Skill Training
Why Patient Experience Skill Training?
The Normal Curve Reigns
Some staff perform in ways that are wonderful. These people consistently WOW their customers and contribute exceptionally to creating a quality patient experience AND a great employee experience. Others perform in ways that are marginal or at times even offensive. These people trigger customer complaints and dissatisfaction and also add maddening stress and frustration to the lives of their supervisors and coworkers. But MOST people’s performance lies in between…. not noteworthy, but competent and inoffensive. That’s the normal curve in action and there will always be a normal curve.
The Power of Patient Experience Skill Training
While the normal curve is a fact of life, we can move our teams to a much higher level so that “standard” performance is excellent performance. Also, by clarifying expected behavior, coaching for mastery and holding people accountable, we can achieve this higher level of performance CONSISTENTLY. Consistently excellent performance enhances the patient experience and results in higher patient satisfaction scores.
Great Attitudes and Good Intentions Are Not Enough!
Thankfully, dedicated, caring employees have their hearts in the right place. But they might not have the SKILLS to provide care and service with effectiveness and compassion. To achieve breakthroughs in patient and family-centered care AND in coworker relationships and teamwork, we need to invest in strengthening the SKILLS AND COMPETENCIES key to excellent, not just adequate performance.
Three Keys to Effective Patient Experience Skill Training
Two Ways to Implement Patient Experience Skill Training in Your Organization (that meet the above three criteria)
- Different strokes for different folks: With the time pressures and multiple demands on healthcare leaders and staff these days, training needs to be accessible, convenient and efficient. We need to employ multiple methods to reach and teach….supervisory role-modeling and coaching, training and
coaching by peers,
mentoring, workshops, training for managers on facilitation skills, teleconferences, webinars, e-training, short training bytes for busy people, and much more.
- No more platitudes, just the nuts and bolts applied to healthcare realities: We need to focus on the skills that make a difference in performance. We need to make these skills so utterly concrete, that a wide variety of staff can grasp and master them. Also, we need to illustrate and apply these skills to our teams’ real situations.
- From training as perq to training with teeth: It doesn’t work to teach generic skills and expect our teams to apply these skills to their situations on their own. The training and follow-up process needs to guide and support leaders and teams in applying the skills learned to people’s specific jobs.
- Two New Video-Based Training Programs: The Language of Caring (9 skill modules) and GREAT Every Time (5 skill modules)
Skill training in doable, bite-sized pieces designed to be run by managers and installed on your intranet!
Click here to learn more.
- Skill Training Facilitation and Facilitator Training by Wendy Leebov and Associates: Wendy Leebov and Associates excels at providing staff training strategies. We tailor the content, schedule, delivery method, follow-up process and support to the unique needs of each healthcare setting, whether the client is a hospital, medical practice, ambulatory care center, nurse group, physician group, emergency department or other specific setting.
Our particular training specialties include:
Good to Great in Everyday Encounters
Dealing with Difficult Situations
Enhance the Patient Experience
Build Core Competencies
We offer free on-line training tools
Asking open-ended questions during handoffs
Effective phone handoffs
And other great services and training products...
- On-site leadership development and employee training
- Webinars, teleconferences and audioconferences
- In-house facilitator training
- Peer Coach Training
- Toolkits for manager-led training
"As the Director of Organizational Development & Training at Cooper University Hospital, I've used Wendy's program, "Care with Compassion," to help us build our service culture consistent with our mission of providing patient and family-centered care. She has provided training to our top leaders and has prepared trainers to train our staff. Soon, we will have trained 1600 of our employees. We have gotten rave reviews from our staff and managers at all levels and are seeing real changes in our service culture. Her training materials are outstanding and we just purchased part 2 in her Care with Compassion series, "Dealing with Difficult Situations." There's no one I would rate more highly than Wendy when it comes to supporting sustainable culture change in organizations."
Sharon Weinman, Director of Organizational Development and Training; Cooper University Hospital
to discuss patient experience skill training strategies tailored to your unique needs.
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