Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Here are common questions we get from our clients. If you would like to schedule a call to learn more about our solutions, contact us.
We’re a healthcare transformation partner that has spent decades helping hospitals, clinics, long-term care facilities, and health centers build cultures where excellent care isn’t the exception but the standard.
CLS was founded by Brian Lee and works with organizations across North America on everything from patient experience and staff engagement to leadership development and lasting culture change.
At the core, we help healthcare organizations improve how care is delivered and experienced, and make sure those improvements actually stick. That means working on patient experience, staff engagement, leadership accountability, and the cultural foundations that determine whether change lasts or fades.
We work with a wide range of healthcare organizations, including:
Decades. And exclusively in healthcare. This is all we do, which means we understand the operational, regulatory, and cultural realities your team is navigating every day.
A bit of all three: the label that fits best is transformation partner. We provide live education, digital tools, and consulting support, but the real focus is long-term culture change. The programs, the tools, and the coaching all serve that bigger goal.
Rural healthcare comes with its own set of challenges, like limited resources, workforce shortages, and serving communities where your organization’s reputation is deeply personal. We meet rural teams where they are, helping them improve patient experience, strengthen staff engagement, develop leaders, and build cultures that make them the obvious choice for patients and employees in their community.
We work with hospital teams to strengthen patient experience, align leadership, improve staff engagement, and build accountability across departments. The goal is to reduce variability in care delivery and create a culture where Service Excellence is embedded into how your organization operates every day.
Community health centers serve diverse populations with high needs and real complexity. We help those teams improve communication, reduce barriers to access, strengthen care coordination, support workforce stability, and deliver consistent, patient-centered care (even under significant operational pressure).
Long-term care is a relationship-driven environment. We help those teams improve resident experience, strengthen staff engagement, build leadership accountability, and create the kind of consistent, compassionate culture that families trust and staff want to be part of.
Associations have a unique challenge: driving improvement across a wide range of member organizations all at once. We provide scalable education, leadership development, and Service Excellence resources that associations can share across their networks. This helps elevate performance system-wide.
SEI is our flagship experience. It’s a three-year organizational transformation journey that embeds Service Excellence into how your organization leads, operates, and delivers care. It’s built to create sustainable improvement in patient experience and staff engagement for the long-term.
SEI is a strong fit for hospitals, Critical Access and rural hospitals, FQHCs, clinic groups, long-term care facilities, and senior living organizations that are ready to commit to real, lasting change. If you’ve tried shorter-term initiatives that didn’t hold, SEI is built specifically for that problem.
Because culture doesn’t change in a quarter. The three-year structure exists so organizations can build the right practices, hardwire them into daily operations, and sustain them over time, rather than seeing progress spike and fade once the initiative ends.
SEI includes leadership education, staff engagement strategies, department-level improvement processes, patient experience tools, coaching, benchmarking, and ongoing accountability support. It’s a comprehensive system, not a single training event.
Everyone. SEI engages executive leadership, managers, frontline staff, and support departments. One of the biggest shifts our clients experience is realizing that patient experience can’t be owned by one department. It has to become everyone’s responsibility.
These are setting-specific names for the SEI. The core framework, the three-year journey, and the proven process are the same. We just tailor the language, examples, and priorities to match your care setting, patient population, and operational reality. It’s the same proven approach, built to feel relevant to where you work.
No. It’s the same methodology, structure, and long-term focus. The different names simply reflect the care setting. Whether it’s called SEI, Hospital of Choice, or Community Health Center of Choice, the transformation process is identical.
If your organization is ready to move beyond short-term fixes and commit to building something that lasts, SEI is worth a serious look. It’s especially valuable if you’re experiencing variability in patient experience, struggling with staff engagement, dealing with leadership misalignment, or having trouble making improvements stick over time.
Quite a few. In addition to SEI, we offer:
Yes. SEI is the most comprehensive path, but many organizations start with a single program based on their most pressing need and expand from there.
We take a consultative approach, meaning we actually talk with your leadership team to understand your goals, your challenges, your data, and your organizational readiness before recommending anything.
Yes. Many of our programs are actively used in long-term care, skilled nursing, and senior living environments. We adapt our approach to support resident experience, family communication, workforce stability, and the regulatory expectations specific to those settings.
Ignite is a focused, two-day onsite consultation designed to create immediate momentum around patient experience improvement. CLS facilitators work directly with your leadership and staff to assess where you are, deliver practical education, and build a clear roadmap for what comes next. Think of it as a high-impact jumpstart.
Ignite works for hospitals, Critical Access and rural hospitals, FQHCs, clinic groups, long-term care facilities, and senior living organizations. If your team needs clarity, energy, and a concrete plan, Ignite is built for that.
Our facilitators work side by side with your leadership, staff, and key stakeholders to do the following:
It’s hands-on and practical from start to finish.
Organizations that participate in Ignite the Patient Experience™:
Ignite the Patient Experience™ can stand on its own as a powerful experience. It can also serve as a natural on-ramp to SEI. Many organizations use Ignite to build early momentum and internal clarity before committing to the longer journey.
Yes. The structure is proven and consistent, but the content and focus areas are tailored to your setting, your goals, and your patient or resident population.
Everyone’s a Caregiver® is a web-based learning system built around short, high-impact micro-webinars. It’s designed to engage all staff (not just clinical teams) in delivering consistent, compassionate, patient-centered care.
Everyone. EAC is designed for all staff across hospitals, clinics, and long-term care settings; nursing, dietary, environmental services, therapy, administration, and leadership. An excellent patient experience is a whole-organization effort.
Organizations use it for onboarding, ongoing education, leadership development, department meetings, huddles, and culture reinforcement. It’s flexible enough to fit into how your team already operates.
It’s an advanced education and development program for healthcare leaders who want to drive meaningful, measurable improvement in HCAHPS scores. The series goes deep on data interpretation, leadership behaviors, and practical strategies.
Hospital leaders, managers, patient experience teams, quality professionals, and anyone responsible for improving patient experience outcomes.
Understanding and interpreting HCAHPS data, effective leadership behaviors, communication best practices, action planning, and how to turn insight into actual improvement on the floor.
CHPP is a credential for healthcare leaders who complete the Mastering HCAHPS™ series and pass a comprehensive 100-question exam. It’s a formal recognition of demonstrated knowledge in HCAHPS methodology, improvement strategies, and practical patient experience leadership.
Anyone who completes the 16-part Mastering HCAHPS™ Leadership Webinar Series.
The 100-question exam covers HCAHPS domains and data interpretation, leadership behaviors that drive score improvement, communication best practices, process improvement strategies, and action planning for sustained results.
You receive an official Certified HCAHPS Practicing Professional certificate. It’s a credential that demonstrates your commitment to and knowledge of patient experience improvement.
It’s awarded to individuals. That said, organizations benefit significantly when multiple leaders earn the certification. It builds deeper, more consistent internal expertise across the team.
It strengthens your credibility in patient experience leadership, deepens your understanding of HCAHPS improvement, and demonstrates a structured, evidence-based commitment to measurable results.
No. The exam is optional. Plenty of leaders participate in the series for the education alone. The certification is there for those who want formal recognition of what they’ve learned.
Once you complete the Series, you’ll receive all the information you need on how to take the CHPP exam.
CareSay is a real-time patient and employee feedback platform that helps organizations capture insights, resolve concerns quickly, recognize excellence, and drive continuous improvement.
It gives teams actionable feedback, real-time alerts, and reporting that helps them respond to concerns as they happen, reinforce positive behaviors, and track trends over time. No more flying blind between survey cycles.
CareSay gives leaders timely visibility into what staff are experiencing day to day. That means you can recognize excellence, address problems before they compound, support accountability, and build a more engaged, supported workforce proactively.
Across hospitals, clinics, community health centers, long-term care facilities, and post-acute settings. It can be customized by department or service line.
CLS One is our centralized digital platform that brings all CLS programs, education, tools, and resources together in one place. It’s designed specifically for healthcare organizations, so your team can engage with Service Excellence content anytime, anywhere. CLS One also hosts Ava, an AI that helps you with any questions you may have.
Any healthcare organization participating in CLS programs that wants a single, streamlined hub for learning, collaboration, and progress tracking.
Care College is a 16-week education and implementation program built specifically for clinic settings. It’s designed to improve patient experience, access, communication, care coordination, and quality. And it works best when the whole clinic team participates together.
Ambulatory care teams, including providers, clinic managers, front office staff, care coordinators, and support roles. When everyone goes through it together, clinics see faster alignment, stronger teamwork, and more consistent patient-centered practices.
Over 16 weeks, teams work through facilitated discussions on four core areas: Getting Timely Access, Responsive and Helpful Office Staff, Provider Communication, and Care Coordination. From each discussion, your team identifies one priority to build into a training workshop, so you finish the program with four workshops built around what your clinic actually needs, not a generic curriculum.
CLS supports the build through micro-webinars from Everyone’s a Caregiver, additional resources inside CLS One, and Ava, the AI tool inside CLS One that helps your team pull it all together. Drop in your priority, any existing materials, and relevant CLS resources, and Ava builds a workshop your staff can deliver. The work gets done inside your organization, in real time.
Swing Bed Academy is a program that helps rural hospitals optimize their swing bed services through structured education, best practices, regulatory guidance, and practical operational strategies.
Interdisciplinary rural hospital teams are involved in swing bed care, such as nursing, therapy, case management, admissions, leadership, and support staff. The more disciplines involved, the better the alignment across the full patient journey.
Structured education, guided discussions, and practical assignments focused on improving swing bed operations and patient experience. Teams assess current practices, identify gaps, and implement strategies that improve care transitions, compliance, and performance over time.
It’s a focused 16-week program designed to tackle staffing shortages, improve retention, and stabilize your workforce. If staffing is your most urgent challenge right now, this is built for that.
Teams from individual organizations come together into a collaborative learning environment and meet weekly throughout the program. You’re learning alongside peers from other healthcare organizations who are navigating the same challenges.
Executive leaders, HR, managers, and department leaders responsible for recruitment, onboarding, retention, and staff engagement. Cross-functional participation is key because staffing challenges rarely have a single root cause.
You evaluate current staffing challenges, identify root causes, implement targeted actions, and track progress across recruitment, onboarding, retention, and recognition. It’s structured, practical, and built to move fast.
It’s a comprehensive evaluation that helps ambulatory clinics and community health centers benchmark their performance against best-in-class standards across patient experience, staff engagement, access, and operational excellence. You get a clear picture of where you are and a roadmap to get where you want to go.
Ambulatory clinics, FQHCs, and community health centers looking to elevate patient experience, strengthen staff engagement, and pursue 5-Star recognition.
Data collection, staff and patient feedback, performance analysis, and a detailed report with actionable recommendations and prioritized next steps.
A comprehensive report that highlights your strengths, identifies your gaps, and outlines a prioritized action plan to support measurable, sustainable improvement.
A specialized evaluation designed to help emergency departments measure and improve performance across patient experience, safety, efficiency, and satisfaction. It benchmarks your department against high-performing peers and identifies the specific strategies most likely to move your results.
Hospital EDs looking to improve patient experience, streamline operations, reduce variability, and strengthen overall emergency care performance.
A comprehensive report format: strengths, gaps, and a prioritized action plan for measurable, sustainable improvement.
High-impact presentations delivered by experienced healthcare leaders and thought leaders, tailored to your organization’s goals, audience, and event theme. Every keynote is built around what your team needs to hear.
Healthcare conferences, leadership retreats, staff recognition events, annual meetings, and organizational kickoffs.
Service Excellence, patient and resident experience, leadership development, staff engagement, culture transformation, and healthcare workforce resilience. Each presentation is built to align with your specific objectives.
Reach out to us with your event details, goals, and preferred topics. We’ll work with you to build something that lands.
Organizations working with us report real improvements in patient experience scores, staff engagement, leadership alignment, retention, and overall organizational culture. The results compound over time, especially for organizations that stay with the process.
We track what matters:
Yes. We’d rather show you than tell you. CLS has a library of case studies, testimonials, and long-term client partnerships that demonstrate sustained improvement across diverse healthcare settings. Explore our stories now.
With a conversation. We’ll talk through your goals, review your challenges, and recommend the right next steps for your organization. There’s no pressure to move forward.
Each client gets a dedicated Vice President of Process Improvement and an Implementation Specialist, plus the full CLS team. This team includes experts in leadership development, process improvement, digital learning, and client services.
Continuous coaching, benchmarking, education, digital resources, regular progress check-ins, and access to a national network of healthcare leaders who are on the same journey.
Yes. We host the annual Healthcare Service Excellence Conference™, which brings healthcare leaders together for learning, networking, and real inspiration.
We continuously update our programs based on healthcare research, regulatory changes, emerging best practices, and direct feedback from the clients we work with. What worked five years ago isn’t always what works today.
Always. We’re committed to staying relevant and regularly enhancing our education, tools, and frameworks to make sure we’re meeting organizations where healthcare actually is.
Contact one of our experts to learn about our programs.
See how organizations like yours went from struggling to nationally recognized.
When you contact us, there’s no pressure to commit. Expect a focused conversation about where your organization is, where you want to go, and whether we’re the right partner to get you there.
We'll give you a clear picture of investment and expected return before you commit to anything.
We'll help you build the case internally.
