The VOICE Skills

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

Healthcare skills from healthcare sources

The Clinics’ skills are based on 280 research references on the correlates and deficiencies in healthcare communications that affect patient satisfaction and healthcare quality and costs.

CLICK HERE for full Healthcare Communication Research report

In addition to the research, Clinic skills cover:

  • Centers for Medicare and Medicaid Service’s CAHPS surveys (Hospital, Clinicians & Groups, HomeHealth, Nursing Home versions)
  • Press Ganey patient survey items and loyalty drivers
  • The Joint Commission’s Effective Communication: A Roadmap for Hospitals
  • Assertiveness skills used by airlines to reduce errors and abuseHealthcare Patient Satisfaction Skills
  • Motivational Interviewing counseling and behavior-change skills
  • Calgary-Cambridge physician’s session guide and skills
  • Benchmarked service and management skills by Baldrige winners
  • Guidelines by National Quality Forum
  • HIPAA standards
  • Harvard’s 8-dimensions of care
  • Cultural competence, and relationship- and family-based care
  • U of M’s service recovery training
  • Documented primary causes of medical errors and avoidable costs
  • And more

Best practices in healthcare

The Clinics also include over 300 best practices from hundreds of hospitals, physician practices, home healthcare, and nursing homes. More on healthcare best practices

Best practices world-wide

Plus, the VOICE Clinics include world-class skills from other industries in:

  • Complaint avoidance, resolution, and recoveryHospital staff service training
  • Call center phone skills
  • Web and email help desks
  • Consulting skills
  • Performance management, coaching, and feedback
  • Team-building
  • Negotiating and conflict resolution
  • Quality improvement
  • Team problem-solving
  • And more

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