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VOICE Clinics Snapshot

  • Sets accountable standards for all
  • Increase HCAHPS scores
  • Proven skills cut costs, re-admits, errors
  • Proven in all hospital departments & clinics
  • Built-in coaching & measurement
  • Built-in service rewards program
  • Works with Press-Ganey, Studer, others
  • Customizable, easy-to-use, low-cost
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VOICE 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

Proven HCAHPS and VBP Results

Patient’s VOICE is proven to significantly increase HCAHPS Overall scores. The chart on the left shows an increase in HCAHPS scores during implementation of Patient’s VOICE as well as an ongoing increase due to the built-in Accountability Process that measures standards house-wide.

As shown in video interviews of hospital leaders, Patient’s VOICE has increased HCAHPS scores in individual units to over 95%.

The increases  are also reflected in annual Value Based Purchasing dollars (shown on the right) as determined by the Value Based Purchasing calculator from Press Ganey that assumes constant quality scores.

Notice again that the ongoing standards measurement has led to continued improvements in Simulated VBP Dollars.

Improve clinical and quality measures

Improving Patient Satisfaction ScoresSkill 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 VOICE Clinics improve hospital quality, safety, and cost-control.

For all hospital and clinic employees

Hospital office staffMost 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. VOICE 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 VOICE 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

hospital food serviceUnlike other healthcare service, quality, and safety improvement programs, VOICE 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

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VOICE 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

Customer service for patientsNot 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

Hospital management coachingYour 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

Improve patient satisfactionThe experiential VOICE 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 and The VOICE™ system to improve healthcare service and quality.

Unlike anything else

Healthcare Patient SatisfactionWith 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 VOICE Clinics. More on competitive comparisons

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Our CFO said this has the value of a $2 million program.
—Chief Nursing Officer

Low direct and indirect costs

Patient Satisfaction in HospitalsFor 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

Improve HCAHPS scoresUse VOICE 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

Patient Satisfaction with HospitalsWe 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

Hospital customer service trainingThis 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. VOICE Clinics will help enable this change. Will you? More tools for healthcare leaders

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