Catalog Number : agf1677
Title : Strategies to Optimize your Patient Satisfaction Scores
Speaker : Barbara Faruggio

Webplay Recording Date : 1-6-2016
Webplay Price : $ 125 for two weeks viewing

Webinar Overview: 

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) formal public reporting initiative asks your patients to rate their experiences regarding their inpatient stay. These ratings are shared with the public and impact your hospital's reputation and standing in the community it serves. Your HCAHPS results also accounts for 35% of your value-based purchasing score - directly impacting your hospital's Medicare payments.

This Webinar will provide a systematic approach for transforming a department to a "Customer Service Climate". The Six Key Strategies that need to be employed will be presented with examples that can be adapted to any department. The program content is a compilation of best practices from across the nation as well as an extensive literature research. It will serve as a roadmap on the journey to success for the committed and disciplined manager.

Webinar Objectives:

• List the "Six Key Strategies" conducive to creating the "Customer/Patient Service Climate"
• Define two metrics for monitoring success
• List two of the key elements in transforming to service culture
• Describe the "Signature Interviewing Process"
• List three listening techniques to improve staff's communication skills

Target Audience: 

Department Heads, Supervisors, Human Resources, Senior Leadership

A Few of the Topics that will be covered:

• Setting the Vision-Creating the Patient Focused Environment
  • Cultural Transformation Matrix
  • SWOT Analysis
• Establishing and Interpreting Monitoring Metrics
  • Metric listing
  • Metric displays
• Hiring Customer Service Focused Staff
  • Signature Interviewing Process
  • Behavioral Interviewing Techniques
• Removing the Barriers for Superior Staff Performance
  • Focus Meetings
  • Process Flow Maps
• Strengthening the Communication Skills of Staff
  • Scripting of Staff
  • Embellishing on the Four Basic Personality Styles
  • Listening Techniques
• Maintaining the Momentum
  • Staff Supports
  • Manager Supports

Contact Hours:

• Nursing participants: Instruct-online has approved this program for 1.2 contact hours, Iowa Board of Nursing Approved Provider Number 339.
• All other participants: Must attend the entire Webinar and complete a Webinar critique to receive a 1 Hour Attendance Certificate for each program.

Completion of offering required prior to awarding certificate.

Full tuition is refunded immediately on request if the participant has not been sent the program materials and instructions. Once the instructions (including access codes) have been sent, a full refund will be issued only after the program runs and it is verified that the participant did not access the program.