Inspired Healthcare – A Collaboration Blueprint
Published September 29, 2015
Susan deRyk, VP, Patient Experience, Communications & Strategy, CW Community Care Access Centre Headwaters Health Care Centre, William Osler Health System
This webinar will share knowledge and learnings from William Osler Health System’s Project True North, a clinical effort initiated in February 2013 designed to support strategic direction to create health services with an unwavering commitment to patient-inspired care. Project True North brought together staff and patients in a team atmosphere and applied a quality improvement framework towards patient satisfaction. Learn how the voice of both the patient and the staff were key to this initiative in addition to issues related to communication, relationship building between patient and staff and information sharing.
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Building Cognitive-Based Compassion into Service Recovery Training
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Traditional service recovery training often focuses on key principles and de-escalation techniques, leaving learners with theoretical knowledge but lacking practical implementation skills. In response to rising workplace violence and increasing complaints, we redesigned our service recovery training to incorporate cognitive-based compassion training. This approach helps staff connect to their sense of empathy during emotionally charged
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Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events