Communication
Course Title: The Essential Role of Communication in Achieving Excellence in Healthcare Experiences
Effective communication is a fundamental aspect of all health encounters, interactions and achieving your human experience efforts. This course will explore the critical role communication plays in healthcare experiences including the delivery of compassionate, high quality safe care and recommendations in sustaining a strategic focus on your experience efforts.
Learning Objectives
- Describe the vital role interpersonal communication plays in the overall human experience in healthcare
- Explore strategies to communicate empathy and compassion
- Examine communication methods and techniques which enhance healthcare interactions and encounters
- Review communication strategies to build awareness, create excitement, motivate action and strengthen alignment in your experience efforts
Cultural Awareness, Humility & Competency
Course Title: Cultural Awareness, Humility and Competency: Approaches and Practices to Enhance Human Experience in Healthcare
Declaring an unwavering commitment to the Human Experience in healthcare includes ensuring all humans are seen in that light, as people who deserve the same rights, opportunities, freedoms and respect regardless of race, ethnicity, socio-economic status, gender, gender identity or beliefs. This course is designed to deliver a basic understanding of the diverse populations we serve, the impact of raising our own cultural awareness; learning to practice cultural humility; becoming aware of our interpersonal biases and how to mitigate them; and strategies and practices for implementing inclusive leadership.
Learning Objectives
- Define diversity, inclusion and equity in healthcare
- Raise awareness of interpersonal biases and the impact on our interactions in healthcare
- Apply conscious awareness and cultural humility into practice to enhance the patient experience
- Recognize and mitigate structural racism and other inequities to decrease health disparities
- Apply the three basic principles of inclusion in leadership practice
- Gain resources for further learning and development in inclusive leadership
Employee Engagement and Wellbeing
Course Title: Employee Engagement and Wellbeing: A Critical Driver to Improving Patient Experience Efforts
An effective and high performing health care team is a critical driver to the success of any organization. Engaging customer-focused employees who are passionate about providing the best and most compassionate care to the patient is a significant ingredient to ensuring a patient experience culture. In this course you will learn the key characteristics and benefits of an engaged workforce, the cultural elements that fosters engagement, the evolution in thought of staff wellbeing and proven practice strategies to foster ongoing employee engagement.
Learning Objectives
- Define Employee Engagement
- Identify three organizational benefits of having a highly engaged workforce
- Explore the cultural elements that contribute to high performing teams
- Examine the evolution in thought of staff and clinician wellbeing
- Describe proven practices effective in fostering employee engagement
Patient Advocacy
Course Title: Making an Impact: Enhancing Your Skills as a Patient Advocate
Patient Advocate professionals play a key role to inspire and sustain a culture of empathy, service and respect for those they serve. In this introductory course, you will learn the important role of the patient advocate and explore best practices in the effective management of complaint and grievances.
Learning Objectives
- Explain the foundation of being an effective patient advocate
- Explore the skills and knowledge required when addressing patient/family concerns within a healthcare organization.
- Discover the ways in which patient advocates can expand their reach to impact experience across the organization
- Test acquired knowledge through real-life patient advocate scenario quizzes and a final knowledge test
Patient- and Family-Centeredness
Course Title: Patient- and Family-Centeredness
Patient- and family-centered care is inextricably linked with patient experience, quality and safety. In this course, you will learn the core concepts of patient- and family-centered care and explore approaches for advancing patient and family centeredness at the direct care and organizational levels. You will also create a plan that supports your organization’s efforts to be more patient-and family-centered.
Learning Objectives
- Define Patient-and Family-Centered Care and its core concepts
- Describe how patient and family centeredness impacts the patient experience
- Explore approaches to advance patient and family centeredness at the direct care level
- Differentiate strategies to engage patients and families at the organizational level to advance patient and family centeredness
- Create a plan that supports your organization’s efforts to be more patient- and family-centered
Service Recovery and Complaint Resolution
Course Title: Service Recovery and Complaint Resolution
As an essential part of delivering high quality and compassionate care, service recovery can be defined as the special effort patients and family members expect on their behalf when things have not gone as expected. It includes actions taken by an employee to resolve a situation that has not gone as planned or when expectations have not been met. Doing service recovery well is an essential part of delivering patient experience excellence. This course on Service Recovery will get to the heart of the issue, exploring the importance of effective service recovery and how your organization can benefit by demonstrating a sincere commitment to making things right when service fails in the eyes of patients and families.
Learning Objectives
- Illustrate the benefits of a dedicated service recovery program
- Identify service breakdowns and describe tools for managing them
- Describe five service recovery frameworks that will help restore patient confidence
- Identify proactive strategies that can be utilized to reduce the potential for complaints
- Create a plan that supports your organization’s efforts to be more patient- and family-centered
