DTA helps organizations build service culture training by having a personalized approach – created from within their employees’ and patients’ hearts and minds through the development of a customized solution rather than something off-the-shelf.
Service Culture Training
Create Customized Service Culture Training
Service culture training is one way in which service standards can be embedded into an organization. Here is our approach for creating a training program that instills a consistent service culture across organizations:
- Assess the organizations current performance
- Develop a roadmap and determine resourcing
- Project the voice of the patient
- Determine the approach
- Create tools and videos to support skills practice
Customize and Instill an Organization-wide Service Culture
Create service culture through a personalized approach that reflects the organization culture as well as the needs of the staff, service culture opportunities are identified through a Service-Driven Culture survey, employee engagement and physician satisfaction surveys, and employee and leadership focus groups.
Develop Service Standards
To develop service standards, we start with reviewing and assessing any existing service standards in the organization. Then we work with the employees, physicians, and volunteers to develop a single set of service standards in their own words that reflect patient desires. Once the service standards are developed, they can be further vetted with any Patient and Family Advisory Council(s). Over time, service standards can be embedded into job descriptions, hiring processes, and performance evaluations.
Provide a Train-the-Trainer Model
To build internal capacity and help position the organization for longer-term consistency, effectiveness, and sustainability, a “train-the-trainer” model is employed. We provide a progression to allow internal facilitators to become experts in the flow and content of the modules. DTA then will coach teams of facilitators through their initial stages of partnered teaching to ensure the intent, pace, and delivery of the training is excellent.
“As we developed our plan to improve the patient experience at our health care organization, the voice of the patient was missing. While we knew this was such an important aspect of our journey to improvement, we were not sure where to start. With the help of DTA, we were able to create a very robust Patient and Family Advisory Committee (PFAC) consisting of previous patients and/or family members of patients.”
—CHERYL REINKING, CHIEF NURSING OFFICER, EL CAMINO HOSPITAL
“DTA has helped us develop and implement strategies and tactics to improve our patient’s experiences. They worked with us to help engage our physicians. Together we were able to develop our vision for the future and put in place incremental actions and plans to get started quickly.”
—DR. ANDREW HOULTON, VICE PRESIDENT OF MEDICAL AFFAIRS, NORTH MEMORIAL MEDICAL CENTER
“DTA’s team can improve patient experience by relating to staff and identifying key driving opportunities for sustainable improvement.”
—NANCY HENKES, PATIENT EXPERIENCE PROGRAM MANAGER, NORTH MEMORIAL MEDICAL CENTER
“Regions emergency providers have benefited greatly from the work of DTA Associates. Through focused departmental and individual feedback, ongoing education, and creative thinking sessions we have set clear achievable goals for our department to improve patient satisfaction.”
—KURT ISENBERGER, MD, MEDICAL DIRECTOR OF EMERGENCY SERVICES, REGIONS HOSPITAL, ASSISTANT PROFESSOR, EMERGENCY MEDICINE, UNIVERSITY OF MINNESOTA MEDICAL SCHOOL
Interested in exploring how to build a customized service culture training for your organization? Please fill in your contact information.