healthcare service excellence and employee retention consultants

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Patient Satisfaction Consultants, Service Excellence Consultants for Hospitals, Employee Satisfaction for Hospitals, HCAHPS Consultants, Hospital Service Excellence Consultants
 

GoalMaster Software and Performance Accountability System

Create a performance accountability system to achieve strategic improvement goals.

Mobilizing for Service Success

A structured coaching process to maximize service excellence program implementation effectiveness.

Bellwether

Turn real-time patient feedback into fast and sustainable improvements that improve HCAHPS scores.

 

 ED Blueprint
Mission: A comprehensive assessment of Emergency Department policies, procedures, and processes, with a step-by-step implementation blueprint to achieve a breakthrough in patient satisfaction.
Deliverables:
  1. Consultation on Emergency Department Best Practice Gap Analysis
  2. Documentation review to assess current culture, understanding and commitment of organization to increased patient satisfaction
  3. 1.5 days on-site to conduct focus groups, stakeholder interviews, and ED discovery shopping to assess areas for process improvement
  4. Customized post-assessment blueprint outlining operational improvement opportunities
  5. 2 registrations to Healthcare Service Excellence Conference

Outcomes:

  1. Collaboration with CLS Implementation Specialist to conduct an objective, comprehensive assessment of ED policies, procedures, and processes
  2. Engage ED staff, management, and physicians to constructively contribute in identifying barriers and corresponding opportunities for improvement
  3. Utilize a systematic assessment of key ED operating and financial metrics to target opportunities for rapid-cycle improvement
  4. Effectively utilize the Blueprint to implement an action plan to significantly reduce throughput time and enhance the patient experience
  5. Network with ED management from other CLS hospitals and share best practices and experiences at the annual Healthcare Service Excellence Conference
Testimonials: "Awareness in some areas I never stopped to think about.  Really gives you a reality check & awareness of patient/employee care and respect."

- Steve Gouett, Emergency, Sudbury Regional Hospital
 
  • download pdf file of process detail