healthcare service excellence and employee retention consultants

    

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Patient Satisfaction Consultants, Service Excellence Consultants for Hospitals, Employee Satisfaction for Hospitals, HCAHPS Consultants, Hospital Service Excellence Consultants
 

 

The Provider of Choice Initiative

Unleash the energy of employee empowerment and enthusiasm to create a world class patient experience.

The Employer of Choice Initiative

Mobilize, educate, and empower managers to create and sustain exceptional employee engagement and retention.

GoalMaster Software and Performance Accountability System

Create a performance accountability system to achieve strategic improvement goals.

Mobilizing for Service Success

A structured coaching process to maximize service excellence program implementation effectiveness.

 

 

 The Long Term Care Service Excellence Initiative
Mission: Create a long-term, sustainable competitive advantage as the Employer and Provider of Choice.
Deliverables:

  1. Build a resident-driven culture of compassion and love through the three cornerstones of culture engagement.

  2. Break down departmental silos and achieve organization-wide literacy and focus on improving HCAHPS performance

  3. Implement prioritized, proven best-practices that will create a long-term sustainable, competitive advantage

  4. Overcome resistance to change and gain active, enthusiastic management and frontline buy-in and ownership to improve the patient experience

  5. Improve employee morale as necessary first step to providing world-class  customer satisfaction with the goal of reducing controllable staff turnover by 50% in 3 years

  6. Successfully recruit and engage the best-of-your-best frontline staff to train and positively influence their peers

  7. Benefit from the delivery of your own customized Service Excellence Workshop that empowers frontline leaders to teach and motivate everyone to eliminate high-priority patient dissatisfiers

  8. Create a dynamic collaboration between frontline leaders and their managers to facilitate monthly DO IT meetings to systematically improve patient scores to the 90th percentile

  9. Understand the hidden link between employee, patient, and physician satisfaction and how to improve all 3 simultaneously
Testimonials
"The Service Leadership OASIS Best Practice Teams have been very successful in getting multiple levels of corporate-wide staff working together toward resident satisfaction."

- Roberta Jacobsen, Senior VP, Operations, Front Porch Retirement Communities

"Some of the improvements and/or things implemented as a result of this initiative are heightened awareness of nonverbal communication, utilizing the buddy system to complete tasks, finding methods to carry on tasks more efficiently, and to ensure that there is follow-through."

- Katherine Custodio, Activities Assistant, Villa Gardens

"Combines humor, experience, knowledge, insight, and input from participants to make a program for change and affirmation that is challenging but practical and possible."

- Sister Paula David, Mission Services/Chaplaincy, Elder Care Alliance

 
 
  • download pdf file of process detail