Patient’s VOICE

Are you really listening?

Patient’s VOICE is such a unique and clearly defined healthcare tool that the U.S. Office of Patents and Trademarks has registered ‘patient’s voice’ as a healthcare education device (Registration Number: 3739278). More on trademarks and copyrights

VOICE Clinics as VOICE Training

Participants often refer to Skill Clinics as “Voice Training”. Here’s why: The VOICE model gives meaning and direction to all interactions among employees, patients, patient’s family, co-workers, and managers as collaborators in healthcare delivery.

The power of VOICE begins with understanding how each hospital employee affects the quality of patient experiences and healthcare delivery.

Patient Experience Ownership®

Owning the Patient's ExperienceIntroduced in VOICE Clinic #1 and reinforced in every VOICE Clinic, employees commit to owning each patient’s healthcare experiences.

They learn how research supports the model (right) that healthcare is delivered within, and is inseparable from, the patient’s experience. And they learn how to manage patient experiences to improve patient satisfaction and the quality and efficiency of healthcare delivery.

 The Patient’s VOICE® (and Co-Worker's VOICE)

the voice of the patientThe Patient’s VOICE is a central learning model in all VOICE Clinics. Employees learn how to ask about, listen, and respond to each patient’s unique VOICE and each Co-Worker's VOICE (for internal service and teamwork):

V    To be considerate of each person’s Values and beliefs
O    To ask for Opinions about and preferences for care they receive
I     To uncover and provide Information as an active partner
C    To explore and confirm all the person’s Concerns and needs
E    To be empathic towards the person’s Emotions to build trust

Your Authentic VOICE

Authentic HealthcareService, teamwork, and collaboration with patients and co-workers all require Shared VOICEs — asking and listening to a person’s VOICE and expressing ones’ own unique VOICE. In VOICE Clinics, employees learn to:

V    Express their professional values and beliefs
O    Offer their opinions and recommendations as their own
I     Provide information they know, and say what they need to know
C    Assert their concerns about situations and needs for action
E    Show their empathy toward others’ situations and emotions

The Five Master Skills

Hospital Communication SkillsVOICE shows “What” is shared. The Five Master Skills show “How” to share VOICEs. In a major break-through, VOICE Clinics simplifies all interpersonal communication as a variation or combination of the Five Master Skills to share VOICEs.

  • Align with the person’s VOICE
  • Bridge between the person's VOICE and Your VOICE
  • Clarify the person’s VOICE
  • Explain Your VOICE
  • Check for understanding and acceptance of both VOICEs

Do & Delight to meet TRU Needs & provide GEMs

Patient Experience Ownership, Patient’s VOICE, Your Authentic VOICE, and the Five Master Skills are memorable and powerful learning models for what really matters — they empower and engage your employees, your patients and their family, and your managers to work together to co-create quality of  health, work, and life.