Service Excellence Consulting
Create a Culture that WOWs Your Customers
Patient satisfaction has been a major focus in the healthcare industry for a number of years. And yet, despite the attention given to it, patient satisfaction has improved by only modest degrees in most healthcare organizations.
Studies have shown that there is a direct correlation between employee engagement, patient satisfaction and clinical outcomes. According to a recent article, Press Ganey’s research “confirms that when satisfied and loyal employees provide great service, it generates satisfied and loyal physicians and patients, improved quality outcomes, and higher profits through more efficient processes and growing volumes.”
The Health Care Leadership Institute consultants are experts at helping organizations achieve higher levels of performance excellence, including assisting you to achieve world class service.
We offer the following services to enhance employee retention, increase patient satisfaction, drive physician loyalty, and improve the overall culture of healthcare organizations:
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by Al Stubblefield
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Cultural Excellence Assessment
The Baptist Health Care Leadership Institute starts every consulting engagement with a comprehensive assessment of the client organization. Until now, this thorough analysis and in-depth recommendations has been available only to our consulting clients. We now offer this thorough examination of your culture as a stand-alone service.
Our proprietary Cultural Excellence Assessment explores the initiatives that are already in place, addresses the effectiveness of those initiatives, and recommends opportunities for increasing service excellence across your health system.
This proprietary assessment analyzes quantitative data, such as your patient and employee satisfaction survey results, as well as qualitative data gathered through interviews with your leaders. It also includes our proprietary on-line Cultural Excellence Inventory (CEI) survey which we will administer to your entire workforce. Plus, in the first few weeks we visit your campus to gain additional insight into your culture and then return to personally explain our conclusions and recommendations.
If you want to know how your organizational culture compares to high performing health care providers and learn what steps to take to improve, then this assessment will tell you what you want and need to know. |
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 Cultural Excellence Inventory (CEI): on-line survey
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Comprehensive Service Excellence Consulting
Sustainable improvements to your organization’s culture as well as improved patient and employee satisfaction cannot be achieved through a “program-of-the-month” attitude, customer satisfaction training or a cookie-cutter approach. Sustainable service excellence requires nothing less than a cultural shift. You can achieve this by partnering with The Health Care Leadership Institute to build processes and tools that reflect your organization’s unique customer satisfaction goals.
Over the course of several years, your leaders and employees will work with consultants selected to complement your organization. After conducting our proprietary Cultural Excellence Assessment, we partner with you to articulate your goals, establish metrics, and identify the strategies and sequencing needed to achieve and sustain success. Through a combination of on-site visits and remote coaching, we will be your guide along your journey to service and cultural excellence.
Although we will spend considerable time with you, we are careful not to become a crutch for the organization. We transfer our knowledge to your leaders and employees so that they have ownership in the process and are motivated to continue to move forward at the end of the engagement. |
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Client Congratulations!
Avera Health
(Sioux Falls, SD)
& Providence Holy Family Hospital (Spokane, WA)
Modern Healthcare article:
by the CEO of
on the impact of service excellence
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Small and Rural Hospital Collaborative
Hospitals located in rural areas or that are under 100 beds face unique challenges, not the least of which is financial in nature. The Small and Rural Hospital Collaborative arose out of a need for an affordable alternative for these facilities.
Over the past five years, we have assisted many small or rural hospitals to improve their customer satisfaction. In addition, Jay Hospital, a critical access facility within Baptist Health Care, has consistently achieved patient satisfaction scores that are among the best in the nation. These engagements and our experience working with Jay Hospital have given us significant insight into the tools and strategies that are most beneficial and that can be delivered in a cost-effective manner.
As a member of the Collaborative, you will benefit from our proprietary tools, monthly remote coaching sessions, and even a few days of on-site consulting. This option is for those smaller organizations that want limited assistance at an affordable price. Our comprehensive service excellence consulting services are still available for those smaller facilities that desire more extensive assistance. |
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Small Hospital Best Practice:
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HCAHPS Fast-Track Service
The dawn of a new day has arrived. Patient commentary and evaluation of the care experience, coupled with public reporting of hospital results, has produced a new landscape where providers compete for reimbursement dollars.
If your HCAHPS scores are below target, indicating unacceptable levels of patient-centered care, you can no longer afford to ignore the message your customers are sending you. The Health Care Leadership Institute is ready to help drive and sustain improvements, through our new HCAHPS Fast Track Service.
Our affiliated learning lab, Baptist Health Care, has consistently posted patient satisfaction scores that lead the nation. Many of our consultants helped develop and implement the patient-centered tools that enabled these award-winning scores. Our consulting services are designed to help organizations reach unprecedented levels of performance excellence, including improving both the patient care experience and the patient’s perception of care. We can help you bridge the gap between patients receiving world class-care and patients recognizing that they received world-class care. An important distinction that impacts HCAHPS scores.
Our HCAHPS Fast-Track Service will help you quickly identify the root causes impacting your organization’s HCAHPS scores, implement patient-centered care processes and tools that drive significant improvements and most of all sustain improved patient satisfaction levels. We help you create an atmosphere in which “every patient, every day, always a great care experience” is not just a concept, but a commitment. We can help you improve your HCAHPS scores and future reimbursement. |
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