and I'll understand.
Xperience training focuses on managing the inpatient and family expectations from admittance through discharge and the outpatient and family experience throughout all departments and services.
We believe you change a culture one employee at a time. To attain sustainable results and a consistent level of service everyone must be heard, trained and rewarded.
- Set achievable patient/customer/family expectations
- Know the different “types” of patients and how to satisfy them.
- Understand and anticipate patient/customer needs before they become a question or issue.
- Communicate clearly and effectively with patients, families and other staff members.
- Provide a consistent level of personalized service throughout the hospital or facility.
- Empathize when things don’t go as planned.
- Understand how to manage time and how to get back on track when distractions occur.
- Work as a team to achieve extraordinary results.
- Improve patient flow and processes between departments.
- Identify and resolve any issues or concerns as they occur.
- Never allow a patients/customers to leave the hospital unless they are completely satisfied.
- Understand the importance of in house surveys and HCAHPS scores and there direct relationship to patient satisfaction.
Each of our workshops is “customized” by department or service based on specific needs with the curriculum designed to encompass your goals and objectives. Every employee in every department who touches your patients/customers on a daily basis and should be included in training to provide a consistently high level of service throughout the hospital. We examine every patient “touch point” and recommend process alterations to enhance the overall hospital experience. One bad experience can quickly overcome all the good ones!
Xperience has the proven solutions for increasing patient satisfaction.
