Service Culture Training

Instill Service Culture Throughout Your Organization

To improve communication and achieve better customer service in healthcare, training needs to be built from the ground up. A successful program is rooted in each organization’s unique strengths and culture. DTA specializes in dynamic, deeply customized service training programs that deliver proven, consistent results.

Create Customized Service
Culture Training

Service culture training is one way in which service standards can be embedded into an organization. Our approach for creating a training program instills a consistent service culture:

  • Assess the organization’s current customer service in healthcare training programs
  • Develop a roadmap and determine resourcing
  • Project and amplify the voice of the patients and families, as well as the staff and physicians who care for them
  • Determine the approach for all aspects of customer service in healthcare training
  • Create tools and videos to support skills practice

Growing an Authentic
Service Culture

DTA’s personalized, data-driven approach is tailored to instill a vital service culture within healthcare organizations. Opportunities are identified through a patient experience data review, direct observations and stakeholder interviews as well as a review of employee engagement and physician satisfaction survey results. We also create dynamic employee and leadership focus groups to test feasibility and address concerns along the way. The results are a demonstrable, memorable and often remarkable. It’s highly engaging, customized customer service in healthcare training that works.

Service Standards

The first step is reviewing and assessing existing service standards in the organization. We then work with employees, physicians, and volunteers to develop a single set of service standards that reflect patient desires in their own words. Once the service standards are developed, they can be further vetted with any Patient and Family Advisory Council (PFAC). Over time, service standards can be embedded into job descriptions, hiring processes, and performance evaluations.

“DTA has energy, expertise and real joy in their work which makes them great partners. Their communication is timely, spot-on and clear, so partnering is easy and productive.”

Val Ulstad, MD, MPA, MPH - CEO, Partner

Cascade Bluff LLC

"DTA is a true partner with our organization. The sharing of ideas, knowledge and experience has been invaluable. The goals are always clear and DTA has allowed us to grow so we can keep moving forward after the contract is complete."

Amy Porwoll - CIO and Vice President, Information Services

CentraCare Health

"We want the patient experience to be surrounded by a culture of service throughout the healing process. We believe this is best served by having an organic, personalized approach – created from within our own hearts and minds. DTA has helped us achieve that custom approach."

Tomi Ryba - President and CEO

El Camino Hospital

"Our organization had an urgency to get a baseline assessment of our quality department. DTA Associates came in and, in two days, assessed our regulatory reporting needs, process of data collection, and staff competencies/gaps. Mary Jo was professional, detailed, high-energy and thorough. Our Senior Leadership was provided with a well-laid out roadmap that addressed current, future, and technological needs and strategies."

Susan Skinner - Vice President, Patient Services

Grand Itasca Clinic and Hospital

"DTA has helped us develop strategic and tactical plans around patient experience. Not only did we have a long-term vision but they helped us build an actionable plan with incremental steps we could start implementing right away."

Bethany Hyde - Multispecialty Clinics Manager

North Memorial Health Care

"DTA is able to apply their past experience to our business needs. This has greatly compressed the time to completion for us. Everyone at DTA is very approachable and explains things in terms we can understand."

Tom Lenarz - Director, Business Intelligence and Analytics

Centra Care Health

"Compared to other consultants, DTA has become a part of our organization and has worked alongside us in every way. Our successes have become their successes and they have truly helped us become a better organization."

Mark Matthias, MD - Vice President, Medical Affairs

St. Cloud Hospital

"I’ve really enjoyed becoming involved with DTA. Initially I was hesitant to be coached for fear of being criticized. However, the experience is very much the opposite. All of the feedback is positive, and only helps you to build on your strengths. I personally am passionate about the message DTA is giving because I feel they teach you basic communication skills you can use in your everyday conversations. The DTA staff are not only experts at what they do, but are kind, funny, personable people. I am very appreciative of the knowledge, guidance, and opportunities this experience has provided me!"

Daisy Nelson - RN, Emergency Department

Regions Hospital

"As a member of the patient experience team, and a coach at regions hospital, I have had the honor of spending a lot of time with the DTA team. They are an inspiring bunch, and I am better for our time together."

Blake Southard - EMT, Emergency Department

Regions Hospital

"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

"We worked with Janiece, identifying and mapping processes for a major technology project. We experienced long days and mind-numbing detail, but somehow Janiece managed to keep our teams engaged and thinking throughout the process. It wouldn’t be fair to say it was fun, but Janiece’s approach to interaction made it far less painful than it would otherwise have been. Janiece was also able to quickly understand our overall goals, ask the right questions and nudge us back to where we needed to be in order to ensure that we stayed on track throughout the project and finished our work on time."

Marc VanKley - President and COO

Beltmann Group, Incorporated

"We have been utilizing the coaching services of DTA and the feedback from our physicians has been extremely positive. We appreciate the non-intimidating approach and having a trained set of eyes to reinforce the positives in addition to identifying the opportunities for improvement. I would recommend DTA to any clinic that is focused on improving the patient experience through better provider-to-patient interactions."

Randy Farrow - CEO

Mankato Clinic

The Train-the-Trainer

To build internal capacity and help position the organization for longer-term consistency, effectiveness, and sustainability, we use a “train-the-trainer” model. This includes a clear progression that allows internal facilitators to become experts in the flow and content of training modules. DTA also coaches teams of facilitators through an initial stage of partnered teaching to ensure excellence in intent, pace, and delivery of the training. Coaches that we train are also introduced to our coaching reporting tool, which streamlines the coaching and reporting process.

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