Attaining Excellence in Patient Relations & Customer Service - The goal of The Spirit of Excellence is to improve service to internal and external customers - patients, their families, the medical staff, and each other.
Specifically, The Spirit of Excellence will:
Build patient loyalty and word of mouth advertising
Encourage employee teamwork
Improve attitude, morale and communication
Reduce customer complaints and staff turnover
Reinforce your customer service philosophy
Empower staff to deal more effectively with third-party providers
Support JCAHO continuous quality improvement initiatives
To create an environment and opportunity for group discussion and communication:
The three-session program is driven by 60 minutes of video. The video provides good and poor examples for participants to identify with and learn from.
The Leader Guide is used by facilitators to implement the system on site. It explains how to run the group discussions, describes what material is needed, and provides a recommended script for the leader’s use in conducting each session.
A participant book and support materials are used by employees to maintain enthusiasm and commitment. Outside reading and exercise enhance training time by eight to sixteen hours.
Superior Quality Service - The Key to Managed Care Survival
The Climate is that of Hospitality and Individualized Service ... the Spirit that we Create
Providing quality care is more of a challenge now than ever before. Not only because technological advances in medicine have created a multitude of treatment options, but also because patients are more knowledgeable -- and they want to be informed.
In fact, informing has become as much a part of treatment as intervention. And that’s why responsible health care providers know how to provide this information competently, accurately, and compassionately.
Caring, Not Processing
While the medical competence of health care providers and their staffs is Priority Number One among patients and their families, caring is a close second. And that caring can only come across through well-developed communication skills and a heightened sense of empathy.
Caring about others comes naturally; the challenge is showing that you care, even when you are busy, tired or focused on getting the job done. The Spirit of Excellence will teach the skills needed to consistently convey a caring attitude in a positive sincere way.
The Spirit of Excellence will provide your employees the opportunity to network with co-workers, from all areas of your organization, during a video-based patient relations and customer service workshop designed to help with one of the most challenging parts of their job -- dealing with people and problems. The program focuses on enhancing communication, interpersonal and customer service skills so that they can do their best in meeting the challenges they are faced with every day.
If your hospital or healthcare organization qualifies, you may try-out or pilot our culture-building Spirit of Excellence customer service improvement seminar in your hospital with a cross-section of 15 of your employees (from administration to housekeeping). You will get the leader guide, three videos containing vignettes on customer service behaviors, and 15 participant workbooks. This seminar is composed of three 1 1/2 to 2-hour sessions.
If you are not satisfied for any reason, return all materials, including completed participant workbooks, within 30 days from date of receipt and you pay only the cost of shipping (about $10). We make this offer because we are so sure that you'll want to have all of your employees participate in this seminar.
If you like the course and want to use it with all your employees, you pay the invoice for $1150 and the total program, including the leader guide and three video vignette tapes, is yours to improve the customer service culture in your hospital. Your only additional cost is for workbooks for your other employees. This is a scenario-driven program for hospital line employees. Call A. E. Smith for further details at 1-888-256-8694. Send an email. Or use the feedback page, checking the Spirit of Excellence program block.
- Onsite Visit - We come into your hospital to conduct the seminars and help you implement a customer service improvement process.
- Train the Trainers - We can train your employees as facilitators to conduct the seminars in-house and to get a process underway.
- Inhouse Development - You can purchase the course materials, including a leader's guide, and conduct the seminar in-house on your own. We'll help you get the seminars incorporated into the life of your organization