The Clinics

Skill Clinics provide practical skills that all employees can use in their daily interactions with patients.
—Director of Radiology Services

I love the Empathy and GEMs Skill Clinics.
—Practice Manager

Core Skill Clinics

We recommend that all your employees and managers participate in these ten Core Skill Clinics to establish common service and collaboration skills, standards, and values:

1. Own Each Patient’s Experience
2. The 4-Ps of Respect
3. Align to Build Trust and Confidence
4. The KIND Greeting & Manage Expectations
5. Ask and Listen to Each Patient’s VOICE
6. Explain & Instruct for Improved Outcomes
7. Empathize to Save Time and Build Loyalty
8. Delight with GEMs^® (Go the Extra Mile)
9. Resolve Complaints and the BlameFree Apology
10. Say “No” with I-Can

Sources of Skill Clinics’ content

When we piloted VOICE Skill Clinics in our Critical Care unit, patient satisfaction scores went up.  And they’ve been sustained!
—Director of Critical Care

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Initial Group

Our 80-95%ile Guarantee makes it risk-free to test the ten Core Skill Clinics with several hospital units totaling 100 to 200 employees. In less than six months, you’ll see those units’ HCAHPS go above 80%ile and even up to 95%ile, guaranteed. Then roll-out Skill Clinics house-wide during another six month period. After employees complete the Core Clinics, offer the Advanced Skill Clinics. More on Initial Group and Guarantee

Advanced Skill Clinics

The Advanced Clinics build on the core skills and standards to take on the tough challenges of 21^st century medicine:

1. Improve Ideas and Build Solutions
2. SpeakUp for Patients and Each Other
3. Improve Others’ Health Behaviors
4. Share Decisions with Patients
5. Value Diversity and Differences
6. Conclude Completely and Follow up
7. Coordinate and Work as a Team
8. Engage Patients in their EMRs
9. Connect with Phone Skills
10. Manage and Respond to e-Texts

Skill Clinics have helped us implement other time-consuming initiatives by developing teamwork among different units.
—Chief Nursing Officer

Ongoing rapid-response learning platform

With our Open License, you can add your own Skill Clinics as a rapid-response learning platform. The Core Clinics enable your local directors and Learning department to quickly develop and deploy new Clinics to address local issues and help implement new hospital programs. More on Open License

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