1. HCAHPS and Customer Experience
Creating a Person-Centered Patient Experience
- Learn what goes into a customer's evaluation of you and your hospital
- Understand how the HCAHPS assessment is directly impacted by YOU!
- Discover why HCAHPS scores are vital to your patients, your community, and your job
- Understand how expectations and perceptions impact your ability to serve your patients as your customer
- Learn how to communicate COURTESY, TRUST, and RESPECT with your patients and their families
- Gain insights on creating an environment and mindset of excellence throughout every department
- Learn how to confidently handle emotional situations
- Learn how to have critical (and sometimes difficult) conversations without making it personal!
2. Management and Leadership Development in Healthcare
For senior leadership, middle management, and emerging leaders
- Learn what it takes to build high-performing teams
- Increase your credibility and influence as a leader
- Build TRUST and respect within your team
- Learn how to motivate and delegate to gain efficiency and get results
- Learn how to confidently handle team challenges
- Deal with difficult and critical conversations without making it personal!
Moving from information to daily application