Collaborative Healthcare Communication...

To improve the client’s patient satisfaction scores and reduce healthcare errors and costs, Customer Focus has developed a series of 60-minute Skill Clinics of proven healthcare service and communication skills and standards for all employees.

The low-cost Skill Clinics uniquely fit the learning and performance improvement needs of the client:

• Support the client’s current service improvement efforts and provide a learning platform for future programs, best practices, and policies

• Minimize time off and optimize learning with short, spaced, on-the-job workshops

• Include skills that are directly linked to patient satisfaction, error prevention, quality improvement, and lowered healthcare costs

• Offer the flexibility to choose Clinics that fit current client goals and programs, and to target the needs of different employee groups

• Implement accountable standards that managers track, reward, and coach

• Include a complete implementation and reinforcement system, including online Clinic Leader support, incentive program, and standards management system

The experiential Skill Clinics, based on learning by doing, offer cutting-edge content, including world-class service skills, managing expectations, complaint prevention and resolution, teamwork and coordination, shared decision-making, Speaking Up for patients, and phone and email skills — all translated into accountable job standards that are documented and tracked for each employee.

Underlying all of the Skill Clinics is a set of patient-centered values and skills for asking, listening to, and responding to each patient’s unique VOICE to better serve and collaborate with patients and co-workers.