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Join expert speakers Janiece Gray, MHA, BSW, CPXP, and Gretchen Leiterman, MBA, as they explain how to develop an internal approach to improve organizational service culture. Through their in-depth advice and tips, you’ll learn how to increase customer satisfaction and bolster your patient experience.
At the conclusion of this program, you will be able to: - Detail organizational approaches to improve service culture in a culturally diverse, urban, Level I trauma center
- Understand principles of leadership accountability for key behaviors while being mindful of cultural sensitivity
- Describe how to establish an internally led care team coaching program to enhance the impact of training
Agenda - How to set up an effective patient-centered care structure
- Creating an internal approach to improving service culture within the context of a larger corporate structure
- Engaging frontline staff in improvement efforts to enhance courtesy and respect
- Ensuring systems to support sustainability for the long term
- Developing leaders to hold staff accountable and foster continued improvement efforts
- Addressing cultural aspects of communication and incorporating them into training programs
- Case study: SSM Health, St. Louis
- Courtesy and Respect pilot
- Employee and leadership engagement structure
- HEARTS
- Pilot rollout
- Sustainable support
- Tying everything together
- Keys to success
- Lessons learned
- Conclusions and takeaways
- Live Q&A
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