Real Skills-Learning

Hospital patient serviceI’ve watched my staff embrace the skills they’ve learned and it’s great to watch the transformation.
—Director of Critical Care

Structured practice

Unlike single-event, manager-only, and online programs, VOICE Clinics change long-term behaviors. They develop skills the only way — through repeated structured practice with feedback, reinforcement, and real-world application.

Real skills learning

In every VOICE Clinic every employee actively participates in:

  • Interactive, fast-paced, competitive, engaging activitiesImproving Healthcare Satisfaction
  • Unique experiential discovery exercises
  • Team-building healthcare simulations
  • Varied skill practices in their unique customer situations
  • Constructive feedback from co-workers and managers
  • In-depth discussions of local challenges
  • Personal scripting and planning
  • Take-away standards commitments and plans

VOICE Clinics are a fun way to learn.  I love them.
—RN, Emergency Services

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Healthcare skills from healthcare sources

The skills are based on 280 research references on the correlates and deficiencies of healthcare communication behaviors, plus sources like TJC’s RoadMap for Hospitals, CMS’s HCAHPS, HIPAA standards, Calgory-Cambridge physician’s session guide, Press-Ganey’s items and drivers, and more. The Clinics include over 300 best practices from hundreds of hospitals and providers. And they merge world-class service, management, and consulting skills from leading Fortune 500 companies and Baldridge award winners.

All the skills are healthcare-specific like the BlameFree Apology, Teach-Back Requests, SpeakWell, Manage Expectations, Resolve Complaints, WASHands, Level-3 Empathy, and Say “No” with I-Can. And every example and practice is in real-world healthcare situations.  More on Clinic skills

Integrated, Master Skills

The Clinic skills are not just a list of “How-to’s.” They are all variations or combinations of the Five Master Skills of Align, Bridge, Clarify & Check, Explain, and Do & Delight that employees quickly acquire and practice in varied healthcare situations to become masters of communicating, serving, and collaborating with patients, family members, and each other.  More on the Five Master SkillsInpatient service training

 

After VOICE Clinics, we’re not afraid to handle patients’ emotions.
—Director of Outpatient Care

The “What” as well as the “How”

VOICE Clinics develop not just “How” to respect, ask, listen, explain, and resolve but also the “What” to ask and listen to in each Patient’s VOICE, and the “What” to express in one’s own Authentic VOICE. Truly enlightening and empowering, the VOICE models reveal for the first time “What” one shares to serve and collaborate fully and authentically with others. More on Patient's VOICE

On-the-job shared practice and feedback

To create lasting behavior change employees take back standards linked to the Clinic skills. Between Clinics, they practice, document, and share with their manager and co-workers on the job. Just as they learned together in the Clinics, they share their efforts, insights, and feedback on how to better serve and collaborate with patients and each other as team members. More on shared performance management

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