Are you a 5 Star rated facility?

Are you an employer and provider of choice?

The goal of every health care facility is to be known as an employer and provider of choice, which  means you are 5 Star rated. This webinar will show you practical ways to create a long-term sustainable competitive advantage in your community by improving your reputation. This starts with how you hire, train, engage, empower, and retain your staff.

When you create an exceptional patient experience with every visit, you generate positive work of mouth references and improve your reputation. Do you retain your customers? Do they refer their family and friends to you? How is your loyalty measured and tracked?

While you may think you are doing a great job in serving your patients, you need to confirm it, and only comes from effective communication with that at all times. This starts with your voice and the message it sends every time you speak.

Are you competitive? Well organized? Good signage? Close by parking spots? Continuously improve your operations? Act with urgency when there is a patient request? Are smiles contagious, and if so, do you pass them on every time you can?

How well do you respect people? The Japanese have a very interesting phrase for customer service: “O Kyaku San.” It means, “Honored visitor in one’s house.”

LEAD WITH SPEED

This presentation has four special education gifts for you.

1. Two complimentary registrations to the Health Care Service Excellence Conference November 10-12 in Galveston, Texas.
2. If you are a health care organization, a one year membership in the National Healthcare Leadership Network, this link: NHLN Trusted Partner Brochure
3. A link to the book: “Keep Your Nurses and Healthcare Professionals For Life” or “Skillful Physician Communication”
4. A link to the book: “Satisfaction Guaranteed – How to Satisfy Every Customer – Every Time”

Webinar Objectives

• Engage and empower everyone to deliver loving compassionate service.
• Identify your patient’s expectations and, by satisfying them, create lifetime customer loyalty.
• Read and respond to your customers’ hidden needs through the power of non-verbal communication.
• Understand the real reasons customers complain and how to practice the Service Recovery Golden Rule “mess-up, fess-up and dress-up.”
• Tap into your personal power to win over the most difficult customer.
• Empower co-workers to provide exceptional customer service by using the “Greatest Management Principal in the World.”
• Gain a competitive advantage with the “Power of Excellence” in your professional career and personal life.
• Gain commitment, ownership and buy-in from every employee, every time, no exceptions.

Webinar Agenda

• The evolving expectations of modern patients
• Going beyond clinical care to emotional connection
• Creating predictable, high-quality experiences
• Personal touches that matter
• The power of systems and routines in building trust
• Managing expectations and avoiding information gaps

Webinar Highlights

• We start off by defining what an effective service strategy is – how you recognize the work your people do, and how to treat patients as friends.
• We do an exercise on what you expect as a customer anywhere, and then how it applies to your hospital, clinic, long term care facility.
• There is a review of the 7 critical moments of truth in patient satisfaction in a physician’s office, and export that to any experience.
• The exercise on communication is how to read patients / customers and their read of you, which is essential message effectiveness.
• Understand what line management is and how to be effective at it.
• There is a section on attitude, how to be the best you can be – at all times.
• Learn what “The Greatest Management Principe” is and how to live it.

Who Should Attend

Anyone who wants to improve their reputation, keep and grow their employees, and become an employer and provider of choice. Below can be the audience of this webinar:-

1. Healthcare Leaders & Administrators

• CEO
• COO
• Practice Managers
• Department Heads

2. Physicians & Advanced Practice Providers

• Doctors
• Nurse Practitioners
• Physician Assistants

3. Nurses & Clinical Staff

• RN
• LPN
• Medical Assistants

4. Front Office & Administrative Teams

• Receptionists
• Schedulers
• Billing Teams

5. Patient Experience & Quality Improvement Professionals

• Directors of Patient Experience
• Quality Managers
• Service Excellence Teams

Bonus Resources

Bonus Resources Upon Attendance of the webinar:

LEAD WITH SPEED

1. PDF of Bruce’s book: Why Trust Me? Making Trust Your Competitive Edge   
2. Assessment: Rating Your Soft Skill Leadership Attributes
   (employee loyalty focus)
3. Assessment: Confidential Leadership Empowerment Survey
   (employee retention focus)
4. Assessment: C.O.A.C.H. – Coaching Skills Self-Assessment
   (how to coach, empower, be coached)
5. Assessment: My L.I.S.T. (how to get to know your employees - and you, better)     

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