Our Process

Outlined here is FreemanGroup’s overall process to assist with designing, implementing and maintaining a service culture initiative.  Each of the components in this scope of work is designed to fit as an integrated process.  We will work with you to design an approach, allowing for customization to fit your unique customer experience objectives.  Based on your needs, some components can be implemented in a different sequence or on an “a la carte” basis.

PHASE 1    Strategic Needs Assessment & Project Planning

We work with your Senior Leadership Team to:

  • Examine the hospital’s current: service delivery culture, marketing strategy, guest journey, as well as the performance expectations of all work groups
  • Identify the hospital’s expectations of desired service culture and delivery with both internal and external guests
  • Name and brand the hospitality initiative for smooth assimilation into the culture and easy reference
  • Identify essential deliverables of the change management process within the organization, including a communication plan to ensure seamless and consistent messaging throughout the process
  • Gain leaders’ commitment to be continuously and proactively involved in the culture shift process
  • Agree upon need for measuring progress – both baseline and ongoing – for the duration of the process
  • Agree upon expected outcomes and establish a timeline of deliverables
  • Agree process for measuring progress – both baseline and ongoing

PHASE 2    Standards and Content Development

Together with you we will:

  • Clearly define measurable, hospital-wide service culture standards of performance
  • Develop highly interactive and thought-provoking content for the Promises™ and Leading the Promises™ Workshops, to be conducted in Phases 3 & 4 below
  • Identify how to best integrate refresher training sessions into the overall daily hospital operations (e.g. standing daily, monthly, quarterly meetings)
  • Integrate terminology and behavioral standards into hiring criteria, interviewing, onboarding/orientation, and existing learning & development course offerings
  • Incorporate terminology and behavioral standards into performance goals and employee recognition/incentive programs
  • Develop Promises™ Briefings as tools for the Leaders to review hospitality standards with their staff in a series of short on-the-job sessions.

PHASE 3     Promises™ – Guest Experience Workshops

 All staff attend a workshop to:

  • Develop an awareness of marketing promises being made on behalf of the hospital which create guest expectations
  • Build skills and increase knowledge to improve the guest experience
  • Learn to create a guest experience that drives loyalty through developing guest relationships
  • Learn flexibility in managing guest relationships
  • Practice how to provide alternative options or solutions to guest needs
  • Practice the skills learned and commit to meet the hospital’s hospitality standards

PHASE 4     Leading the Promises™ Workshops

 All Leaders attend a workshop to:

  • Develop skills to hold employees accountable to performance standards through proven structures for reinforcement and corrective coaching on-the-job
  • Develop skills to conduct effective, short on-the-job group refresher sessions, or Promises™ Briefings, weekly
  • Implement action plans to integrate coaching and group Promises™ Briefings into daily operations
  • Implement a communication series to introduce Physicians to the initiative and provide ongoing updates

PHASE 5     Practices™ – One-to-One Onsite Leadership Support

  • Implement action plans within each department to best fit the series of short on-the-job Promises™ Briefings into the daily work operation
  • Guide Leaders one-on-one to deliver the training sessions to employees on-the-job, utilizing techniques learned in the Leading the Promises™ Workshop
  • Accompany Leaders one-on-one to observe employees’ performance on-the-job and then coach accordingly, utilizing reinforcement coaching or corrective coaching methods learned in the Leading the Promises™ Workshop
  • Ensure action plans are in place to complete the series of Promises™ Briefings and all employees in the facility are trained

PHASE 6     Baseline & Ongoing Data Collection & Analysis

  • Conduct baseline measurement of performance prior to employees being trained
  • Conduct ongoing measurement of employee performance after training for continuous improvement
  • Two-pronged measurement approach:

 Embedded Quality Inspections

  • Assess progress via measurement of the performance of all Non-Clinical and Clinical Team Members against the Promises™ behavioral standards of hospitality
  • Via monthly embedded mystery shops
  • Anonymous Analysts are embedded with a patient’s family to receive true guest experience
  • Access to real-time data and reporting
  • Analysis of trends to target ongoing training needs to maintain Promises™ hospitality standards
  • Map inspection Checklist of Standards to HCAHP data for comparison

Intercept Surveys

  • Assess progress via measurement of the performance of all Clinical Team Members & Physicians against the Promises™ behavioral standards of hospitality:
  • Via monthly intercept surveys conducted on-the-spot in rooms, waiting lounges and common areas
  • Patient or Family member completes questionnaire on a hand-held device, while in care
  • Access to real-time data and reporting
  • Analysis of trends to target ongoing training needs to maintain Promises™ hospitality standards
  • Provide real-time view of HCAP performance

PHASE 7     Internal Instructor Development & Certification

  • During this phase, FreemanGroup will develop and certify your internal candidates selected to facilitate Promises™ and Leading the Promises™ Workshops and develop them to maintain Practices™ in the operation. These individuals will be licensed to facilitate FreemanGroup content and processes only for your organization.  Objectives will be to:
  • Develop and certify candidates selected to facilitate Promises™ and Leading the Promises™
  • Develop the candidates’ skills in the area of leading class-room and on-the-job training sessions.
  • Enable your organization to have internal resources to continue to implement and maintain the service standards and training processes, reducing the need and cost of retaining external training partners.
  • Develop the candidates’ ability to train and coach Managers and Supervisors to communicate the facility’s service culture standards to the staff via ongoing training and coaching during each shift.

Leadership Development

  • Coaching
  • Communicating Effectively
  • Decision Making
  • Developmental Conversations
  • Influencing Others
  • Workplace Change
  • Managing Conflict
  • Management 101
  • Multigenerational Workforce
  • Meeting Facilitation
  • Performance Discussions
  • Presenting Professionally
  • Respectful Workplace
  • Team Dynamics
  • Emotionally Intelligent Leader