The Magic of Engagement
This presentation explains how to unleash the power of enthusiastic, empowered frontline staff and to successfully recruit and engage your staff. Brian will show you how to overcome previous concerns they may have about disconnected higher-ups. You will learn to design and implement the single most powerful best practice that will motivate employees to go the extra mile, especially in dealing with customer/patient problems and complaints. The creation of your own customized Service Excellence Train- the- Trainer program to empower your Frontline Leaders to teach and motivate their peers will be explained. Finally, you will achieve a tipping point to gain buy-in and ownership from a critical mass of leaders and engage, empower and transform everyone to deliver loving compassionate service. Participants will learn to inspire, motivate and persuade frontline staff to shift their focus from managing to leading.
Secrets of Creating a First Class Patient Experience
How to deliver exceptional service to every patient, every time, no exception! Brian will show you how to identify your customer’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.” Empower co-workers to provide an exceptional patient experience by creating a “Learning Organization” that educates and engages. Gain a competitive advantage with the “Power of Excellence” in your professional career and personal life.
The HCAHPS Hospital of Choice
Leverage the HCAHPS Survey to Become the Employer and Provider of Choice. You will learn how to send a wake-up call to leaders and staff about previously unknown patient dissatisfiers and how to eliminate them. Break down departmental silos and achieve organization-wide literacy about the HCAHPS Survey results. Gain active, enthusiastic frontline buy-in and ownership to improve the patient experience at the bedside and from support services. Build a patient-driven culture of compassion and love through the three cornerstones of culture change. Improve employee morale as a necessary first step to providing world-class customer satisfaction.
Change Your Culture… or be Doomed to Repeat the Past!
The New Role of the Healthcare Administrator in Becoming an Employer and Provider of Choice. You will learn how to define the benefits of becoming an Employer and Provider of Choice. Brian shares three vital change-leadership strategies necessary to create a long-term, sustainable competitive advantage. How to effectively sell change and create ownership at every level. How to empower frontline staff to be champions of service excellence.