Skill Clinics have given us the tools to provide knock-your-socks-off patient care. —President and CEO, ThomsonReuters Top 100 Hospital
In 40 years, I’ve seen every healthcare service program. This is the best.
—Manager, Clinical Training
Patient satisfaction Guarantee
Skill Clinics is the only healthcare customer service program in which all hospital and clinic employees learn Patient Experience Ownership™ and to ask, listen, and respond to each Patient’s VOICE® and Co-worker’s VOICE. As result, we’ve seen hospital care units improve patient satisfaction scores from below 20%ile to as high as 95%ile within 6 months and can guarantee your hospital 80-95%ile patient satisfaction scores. More on Written Guarantee
Improve clinical and quality measures
Skill Clinics not only improve hospital customer satisfaction, engage employees, build teamwork, and turn managers into leaders, they implement house-wide evidence-based skills shown to improve healthcare quality measures on errors, re-admissions, and cost-control. See how Skill Clinics improve hospital quality, safety, and cost-control.
For all hospital and clinic employees
Most healthcare service programs teach a few simple skills or overly-script in a way that hurts rapport and initiative, or are relevant to just entertainment or hospitality. Skill Clinics cover those skills plus they enable all employees to ask, listen, and respond to each patient’s complete VOICE and to each Co-Worker’s VOICE. Plus Skill Clinics empower all employees to fully serve and collaborate by expressing their Authentic VOICE. Also all employees learn proven quality- and safety-improvement skills. The result is a true cultural transformation with all employees engaged serving and collaborating fully with patients, their families, and each other. Hear hospital directors describe the transformation.
Implement house-wide standards
Unlike other healthcare service, quality, and safety improvement programs, Skill Clinics implement service and collaboration standards that all employees learn, commit to, document, and demonstrate to their managers and each other to increase patient satisfaction and teamwork to reduce costs, errors, rework, and re-admittances. More on standards
Skills Clinics go deeper than patient satisfaction scores.—Chief Nursing Officer
Because the Clinics improve our patient explanations and education, we’re seeing returning patients less and less. — Office Manager, Physician Services
Improve patient satisfaction, quality, and cost-control
Not only have we’ve seen patient satisfaction scores reach 95 percentile, service complaints plummet, and positive patient comments blossom, we’ve seen hospital and clinic employees in all units demonstrate and document proven communication and teamwork skills that reduce costs, re-admittances, errors, and neglect; and that improve patient safety and healthcare quality while building employee satisfaction and engagement. More on skills…
Train managers to develop, not confront
Your managers and directors learn to be facilitators, role-models, and positive coaches in the skills they learn and pass on to their employees. In the classroom and on-the-job, they share learning, application, continuous improvement, and innovation with their employees for health care patient satisfaction and more. More on managers-as-trainers
Operational patient-centric culture
The experiential Skill Clinics introduce compelling patient-centric models like the Patient’s VOICE, Collaborative HealthCare Continuum, Patient TRU Needs, Patient Experience Ownership, and GEMs® to create positive patient experiences and increase patient satisfaction. For the first time, patient-centered is clearly defined by documented behavioral skills and standards. More on Patient’s VOICE
Unlike anything else
With its 1-hour spaced-learning and practice over 20 weeks, and its engaging team-building, proven healthcare skills, accountable standards, behavioral patient-centric models, managers-as-trainers, employee engagement, and GEMs reward program that are relevant for all hospital and clinic employees, there is no other learning and performance improvement system like Skill Clinics. More on competitive comparisons
Our CFO said this has the value of a $2 million program.
—Chief Nursing Officer
Low direct and indirect costs
For low cost per employee, you establish house-wide evidence-based skills and standards, managers-as-role-models, a rapid-response learning platform, and the patient-centric culture to answer how to improve patient satisfaction scores, HCAHPS scores, and Press Ganey scores while improving quality, safety, and cost-control. More on costs
Complement or replace other programs
Use Skill Clinics patient satisfaction program to complement or replace other programs like Studer or Crucial Confrontations, or as an extension of a prior single-event service program. Leverage Press-Ganey survey feedback and control panels by enabling your directors to target critical issues. More on other programs
Continuously customizable
We provide you with all the electronic masters for complete patient satisfaction training; and give you the Open License to continuously customize the Clinics, create versions, add Clinics, and re-purpose the content for internal programs. More on customizing and license
Change is coming fast
This is the age of Collaborative HealthCare. Value-based purchasing is here. Providers are merging to gain efficiencies and for improving HCAHPS scores. Large-scale integrated providers will build coordinated teams of professionals; develop leaders as trainers; and collaborate with patients and co-workers as partners. Skill Clinics will help enable this change. Will you? More tools for healthcare leaders
