Mission:

To create an environment that focused on engagement and alignment around behaviors linked to delivering superior patient satisfaction.

Description of Market Offering:

• Healthcare Customer Service;
• Team Effectiveness and Alignment;
• Leadership Development Training;

Process of Market Offering:

Assessment -

One unit was selected to be a model with intention of deploying the program throughout the entire facility.  SL&A conducted one on one meetings with a cross section of hospital staff and all shifts in order to gather data relating to the issues impacting the unit’s ability to meet the needs of their patients.  Data was also obtained regarding what improvements could be implemented.

Planning -

SL&A provided our Building Exceptional Service through Teamwork process (B.E.S.T.™) to work with the hospital staff.  We conducted team meetings to discuss goals and challenges, developed unit vision and facilitated definition of projects and actions needed to attain desired outcomes.  We helped them to develop a plan for sustainability which included celebrating success and sharing best practices.

Implementing and Aligning -

We assisted in the development of a process to create a patient centric organization emphasizing teamwork focused on delivering quality patient outcomes, patient satisfaction and improved departmental communications.  Produced action plans around Patient Communications, Family Strategy, Care Coordination Strategy and the Establishment of Unit Standards to Improve Patient Outcomes.  We identified critical success factors relating to measurement, communication and partnership.

Develop Leadership -

Trained staff and unit leadership in the Six Fundamentals of Success, Stuart R. Levine’s best-selling book, to increase leadership capacity.