Anyone who has ever served in the military will tell you that boot camp is no picnic. But, they will admit that it prepared them for a future of providing flawless service to their country. Patient Experience Boot Camp won’t include any screaming drill sergeants or grueling physical challenges, but it will get your organization in tip-top shape for a future of providing outstanding customer service to your patients.

For years now, the entire health care industry has been buzzing with talk about the patient experience. But far too many organizations are still scrambling in 20 directions trying to make changes without any specific action plan or measurable improvement. No worries. We know what you are going through and we have the solution. Patient Experience Boot Camp - the Mystery Shoppers’ Guide to Creating Loyal Fans will give you the information you need to stay focused and help you see your organization through new eyes. It will teach you how to take action and offer the kind of service that will make a noticeable, measurable and pleasurable difference to your patients.

In six weeks, you and your staff will learn the crucial elements required to enhance the patient experience. Your organization will learn how to build trust, credibility and create greater loyalty. You’ll do drills that will help you to see through the customer’s eyes and gain new service skills that can be applied immediately.

Session One: Gaining Traction on a Patient Centered Culture

Creating and sustaining a great patient experience takes more than smile lessons. It must be an integral part of the organizational strategy if you want to gain any traction. While many organizations pay lip service to enhancing the patient experience, there is often a “disconnect” between strategy and execution. Learn how to make the patient experience part of every strategy, tactic and decision.

In this session participant will:
•Understand how customers judge their experiences with health care providers and organizations

•Determine the elements that diminish or strengthen patient trust

•Identify ways to overcome resistance to change

•Explore the most critical patient experience objective: creating a shared vision


Session Two: Beyond Hello - Phone Skills that Engage

You never get a second chance to make a great first impression. Even on the phone. Friendly, accessible and informative phone encounters can set the stage for the rest of the patient experience. Other than emergency room and urgent care visits, virtually every health care encounter involves a phone call, and yet little attention is paid to this vital part of the patient experience. Learn how small changes can make a huge impact in your phone encounters. In this session we’ll cover:

•How the telephone experience can make or break the first impression
•The Five essentials of a great phone encounter
•The GLAD approach
•Branding the hospital on each call
•Hiring, training, coaching and performance appraisals with your front line phone staff
•Gold standards for customer service

ont line phone staff
•Gold standards


Session Three: Beyond the Signs - Communication for Optimal Wayfinding

Stress, apprehension and fear can make wayfinding difficult for people in crisis. Besides signs, what are the essentials for creating the most effective wayfinding experience? From communicationExperts from Corbin Design will share inside secrets for making your campus more user-friendly. In this session we’ll cover:

•The mindset is the first step in wayfinding
•Common mistakes organizations make in wayfinding plans
•Best practices
•Linking front line staff to the wayfinding plans
•Where are you now?
•Your roadmap to success

Session four

Making communication count

The ability to make a great, lasting impression requires excellent communication skills. This session helps to unlock the potential within each of us whether speaking to an individual, a group or even during conflict. Organizations that hire and train for good communication skills are well on their way to creating the ideal patient experience. But virtually everyone can improve communication skills. In this session you will:

•Learn 3 secrets to quickly establishing rapport
•Identify specific examples for enhancing trust, collaboration and inviting dialogue
•Learn words and phrases that promote credibility
•Explore techniques that will help you to avoid getting emotional during conflict

Session five

The Healing environment - a multisensory experience

It takes more than just attractive decor to create a truly healing environment. From noise and cleanliness to lighting and air quality, health care organizations don’t have to build flashy new facilities in order to make improvements in the patient experience. In this session, award-winning industry experts from Kahler Slater will share highlights from their research on evidence-based design and the 12 elements of healing design. You’ll learn:

•Noise control through operational and behavior changes
•How space contributes to communication
•The value of positive distractions to improve the patient experience
•To foster a sense of ownership about the environment
•Tips for adding healing elements to an existing structure

Session six

Getting ready for goodbye - the discharge experience

A memorable patient experience doesn’t end when the wheelchair crosses over the exit threshold. How and when you stay in touch makes a huge difference in how your patients will talk about you and their entire experience. Word of mouth is still the number one method of acquiring new patients and building loyalty from those you have. Don’t let a sour discharge experience ruin your opportunities for attracting new patients; instead, use our crucial follow-up methods to create glowing praise for your organization. This session will cover:

•How to manage patient expectations about discharge
•Using key words to reinforce vital information
•Essentials of discharge follow up call
•How to put the boot camp essentials into action
•Next steps in furthering your patient experience improvement journey


7 Unique benefits of the online Patient Experience Boot Camp

1. Include as many people as you would like on the webinars. One flat fee covers your webinar connection for one line. You make the connection and decide how many people should attend. Invite 1 to 10 or 110. It’s up to you! We figure that if you want to change the patient experience - the more people in your organization who hear the message, the better.

2. No travel expenses. In today’s economy, many organizations have needed to reduce travel expenses. Let us come to you online! We’re live and will end each session with a thorough Q&A.

3. No fancy technology is required. A computer with a high-speed internet connection and a phone is all that you need to participate. (Larger groups may want to consult their IT department to establish adequate projection and sound.)

4. Expertise from industry leaders. Kristin Baird RN, MHA has been recognized as a leader in the health care industry’s quest for service excellence. In addition to Baird’s expertise, you’ll hear from other industry leaders with niche expertise that contributes to the best patient experience. Experts from Beryl, Corbin Design and Kahler Slater will help you to learn some vital insider secrets.

5. Save time and money. Our six, 90 minute sessions are designed to give you the most pertinent information in the shortest time. Pre and post session activities along with a companion workbook were created to help you assess your current organization and to reinforce vital content.

6. Listen again and again. All six sessions will be recorded and delivered to your mailbox for future training sessions.

7. Guided learning. Each session includes pre and post-session materials with drills and skills to reinforce what is covered in each online session.

Your investment for the entire series is only $2,495 for the entire organization!

Before you make a decision, consider which is more costly; this value-packed, informative series or the risk of NOT taking this course and sharing it with your team? The answer should be clear. The greatest risk lies in NOT taking this course and NOT making the necessary changes that will give you an edge on the patient experience. Make your organization the one that stops simply talking about change. Take action now to create visible, measurable and effective improvements today. Patient Experience Boot Camp will show you how.

Space is limited! Call 1- 866-686-7672 for more information or click here to register online.

Face it. Engaged employees deliver the best service. So doesn't it make sense to do everything that you can to engage your staff? Find out how. If you missed Kristin Baird's live event, Harnessing Energy - The Leader's Role in Cultivating an Organization of Service Stars, you can still get the entire program on CD.

Known for her content-rich webinars and workshops, Baird's 90-minute session focuses on the essentials of employee engagement including a method for calculating the cost of disengaged employees and the ROI for taking action.

Baird's guests were Brian Jones and Pam Bilbrey, co-authors of Ordinary Greatness. Featuring some highlights from their book, the pair discussed the blinders that block leaders ability to spot ordinary greatness and steps for nurturing greatness.

The three present a thought-provoking discussion on leveraging the talent that's all around you every day.

As the former president of Baptist Health Care's Leadership Institute, Bilbrey shares practical advice and real-world applications for leading a culture of greatness. Brian Jones, the former director of people development for Baptist Health Care joined Baird and Bilbrey with great stories and examples that help the listener to understand how to put principles into practice.

In one convenient CD you will receive:
* Flash video of the live webinar presentation with slides and audio
* PDF of pre-session activities
* PDF of session workbook

In this 90- minute session covers:
* The bottom line impact of an engaged workforce
* How to spot the 4 levels of engagement
* 7 Actions that managers can take to increase engagement
* 5 Common reasons that leaders miss out on staff potential
* 4 Leader actions that nurture and leverage greatness
* 3 Common reactions to change in the work environment and how they impact engagement and results

For only $89 you will receive a high quality, content-rich training session and materials.

Materials are appropriate for both self-directed learning and group training sessions.

Did you miss the August 17th webinar featuring Kent Seltman, co-author of Management Lessons from Mayo Clinic? The CD, slides and workbook are available now for only $89!

Your brand is a promise that goes far beyond your advertising tag lines. The question is; are you living up to that promise consistently? Your customers expect it at every moment of truth during each and every encounter. Learn how to unify your staff and build ownership of the customer experience. When you live up to your promise you build trust.

This recorded webinar went behind the scenes of one of the world's most admired service organizations when
Kristin Baird, interviewed Kent Seltman, co-author of Management Lessons from Mayo Clinic.

As the former Director of Marketing at Mayo Clinic, Seltman was charged with managing the brand for this world renowned organization. During this 90-minute presentation, Baird revealed crucial elements in aligning the brand promise with the patient experience in order to build trust and credibility with customers. Baird brought those principles to life in her interview with Seltman who revealed how Mayo Clinic has made customer service an integral element of the Mayo brand.

This recorded webinar includes valuable pre-session exercises and workbook that immerse the participants in evaluating their

* 3 tactics for matching key words from your mission, vision, and value statements with observable behaviors
* Important steps for aligning associates with the brand promise
* How Mayo Clinic developed its brand promise from an idea to a cultural imperative.



For only $89 you will receive

* Pre-session worksheets
* Session workbook
* Webinar slides
* Audio CD of the 90 minute webinar, complete with Q&A session

You never get a second chance to make a good first impression. How are you keeping tabs on the customer experiences with your organization? Does your staff take ownership in the customer experience? In this fast-paced 75 minute session, customer service expert Kristin Baird shared 6 key assessment points for gauging the customer experience.

If you missed the live event, it's not too late. You can still reap the benefits. The entire 75 minute presentation was captured on audio and video. Now you can play it on your own time.

Here is what you will get:
- 75 minute CD presentation with audio and powerpoint presentation by Kristin Baird
- Pre- session worksheets to help you get the most out of the session.
- Session workbook to reinforce key points and next steps
- Handout of the slides
- a reproducible copy of Baird's experience mapping tool
- a checklist for improving the experience in two areas that are essential to making a positive first impression.

Objectives:

Learn to use experience mapping to reveal service improvement opportunities
Identify six key elements of the customer experience

$89

Improve your leadership skills while learning at your own pace. We've packaged the complete five-session Step by Step course in an easy to use, self study course. You get the same essential leadership tools used by the online participants without the time constraints. Plus, you get full access to the secure portal where you will find the downloads of slides, handouts and more.

Get your whole team on board! We've made it affordable for organizations to offer this package to all of their managers and supervisors with learning tools that are perfect for quarterly leadership development sessions. When you buy 10 or more self-learning kits, you will enjoy huge savings.