Xperience

Q. Why do you recommend training for every member of the hospital staff?

A. Although the nursing staff “touches” the patient most frequently and has the greatest impact on patient satisfaction, every staff member is a critical component of the overall patient experience.

Q. Why do you train in small interactive groups?

A. To achieve sustainable results staff members need to have considerable input into their training. They need to ask questions, challenge information and hear what others think. This interaction creates “buy in” and results in long term cultural change.

Q. Do you train Physicians?

A. We provide customized programs for each department and employee including doctors. In 2010, HCAHPS will encompass doctors and home health care providers so they will become a critical component of the surveys and your ultimate score.

Q. What is the actual training format?

A. We prefer small groups consisting of 15-20 participants. The sessions typically last about 4 hours and each training module is targeted at a specific department or work group. We can also do customized, single topic sessions for large groups in a theatre-type setting.

Q. How long will the entire process take?

A. That depends on the number of staff members to be trained and their availability. Xperience provides daytime, evening and weekend sessions to accommodate the 24-hour work schedules of hospitals.

Q. Do you provide other services?

A. We have professional experience in all areas of business management, sales and marketing, logistics, operations and customer service. This allows us to support you in multiple disciplines.

Q. How much will it cost?

A. The scope of services required will ultimately determine the cost. Xperience solutions are practical, achievable, sustainable and affordable.

Q. How will we know if your solutions are working?

A. Although there is a lag in posting public HCAHPS scores there are several companies that can provide you with your adjusted scores on a weekly basis. In-house surveys also provide valuable updates on your progress. It is common to see visible changes in attitude, spirit and approach during the training process.

Q. What is the most important thing we can do to ensure a successful outcome?

A. It is critical that management lead by example. Your “buy in” and leadership will ultimately determine the long term sustainability of the training.

Q. What happens when you have completed the training?

A. We look forward to creating a partnership with you that is ongoing. We will always be available to train new hires, refresh and reconnect with advanced training solutions and possibly engage in other services. We will be there for as much or as little as you need us.