Patient Experience Workshop
Promises™ takes traditional behavioral workshops a step further by directly linking an organization’s marketing efforts to service delivery. The program provides participants with an understanding of what the organization is promising its clientele and how those promises relate to quality service delivery and translate to standards of performance. The program also provides in-depth knowledge of familial expectations and the skills needed to best handle each interaction in order to exceed expectations. It is based on a proactive approach to providing consistently high standards of personal and attentive service to patients by understanding what your organization is promising (i.e., your most recent marketing campaign), to whom you are making the promises (i.e., your typical guest profile), and how you deliver those promises (i.e., your standards of performance). This program is designed to ensure that everyone at your property or in your company delivers the promises you make in your marketing.
The philosophy of patient care is built upon key standards set by healthcare leaders. These promises are essential for achieving the highest understanding of what patients and their families can expect when being treated at a facility.
Hospitality will define the basic foundation of patient relationships. Several exercises will be facilitated to confirm that it’s the emotions, or feelings, of the patient and their family that drive loyalty to the brand.
Acknowledgement. Acknowledgement serves as the key for determining respect between the patient the healthcare employee, whether it’s a simple smile, eye contact, or taking the time to speak with the guest.
Recognition. Patient recognition is a critical component in elevating the brand in a competitive market. This portion of the Promises™ workshop will work to define standards for addressing the patient by name throughout his or her entire patient experience.
Anticipation. This portion of the Promises™ workshop will define what it truly means to anticipate the patient’s needs. It also will provide a step-by-step framework for learning patient’s preferences and using this patient knowledge to create future opportunities.
Experience. The patient experience is defined as the point at which the patient makes their first inquiry to the point of discharge. The experience portion of Promises™ will map out the entire patient experience and pinpoint the exact emotional touch points that make a difference in their perceptions.
Relationships. Building relationships starts with the personal touches, from handwritten notes to acknowledgement of the patient by name. Promises™ will provide the standards for building these relationships.
Flexibility. Flexibility is key when it comes to managing the needs of a guest. As Promises™ explains, flexibility means always being prepared with alternative options and always being focused on creating a solution.
Listening. Providing full attention to the patient and understanding their needs is a critical component of Promises™. It’s also a necessity for handling complaints both quickly and professionally.
Recovery. The Promises™ workshop will review the positive and negative impacts of the patient complaints and define a recovery process that is integrated at all levels of the organization.
Communication. Promises™ views communication as a two-way channel for improving upon an organization and moving it forward. This two-way communication is especially critical in working with employees at all levels to define standards, processes, and culture.
Knowledge. It is the responsibility of the organization to provide the tools for the employees to learn the services required and amenities offered.