IMPROVE CUSTOMER SERVICE IN HEALTH CARE THROUGHOUT YOUR ORGANIZATION: SERVICE CULTURE TRAINING

To improve communication and achieve better customer service in healthcare, training needs to be built from the ground up. A successful training 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 performance 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 service culture within healthcare organizations. Service culture 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 customer service healthcare training that works.

Service Standards

To develop standards for measuring patient satisfaction in healthcare we start with reviewing and assessing any 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.

The Train-the-Trainer Model

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.

“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

 

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