Service Excellence Initiative™
Major organizational change is achieved through continuous learning, systematic implementation, and accountability. Based on three decades of experience, CLS has crafted a transformational training and implementation processes for all areas of healthcare whether you are a hospital, FHQC, or Long-Term care center.
Culture change does not happen overnight.
It can take up to three years.
Custom Learning Systems’ training engages all your associates early and makes sense to them. CLS training proceeds from a sense of great and worthy purpose. It follows a learning sequence that has a strong focus on action and builds momentum as it goes along.
The Hospital of Choice Initiative
Creating a 5 Star Culture of Healing Kindness
The following is an Executive Summary of the key benefits implementing the “Hardwiring a 5 Star Experience” Blueprint submitted by Custom Learning Systems:
- Implementation of the recommended plan will lead to 5-Star recognition within 3 years.
- Please note that 12 of CLS’s most recent clients have seen their audited patient experience scores increase by an average of 46%tile in 8 of 11 domains in their first year.
Frontline Engagement Empowerment and Ownership
- Each year CLS will train your brightest and best frontline employees to teach a 3-hour workshop to their peers.
- A key feature of the workshop is 5 key skills entitled “The License to Please” Empowerment Bundles that achieves a shift in attitude of frontline employees from renters to owners.
All managers and supervisors participate in an annual high-impact leadership skills training that “turns managers into leaders”.
Hardwiring Best Practices
During the next 3 years, leaders will participate on teams to successfully hardwire strategic best practices essential to earning a 5-Star reputation including:
- Service Recovery
- Onboarding and Retention
- Awards and Recognition
- Critical Patient Experience Best Practices
Nursing/Clinical Education, Skills and Best Practices
This initiative gives great weight and focus to strengthening nurse/clinical leader’s skills, nursing best practices and frontline engagement.
Physician Education and Engagement
This plan incorporates a comprehensive process for educating, engaging and coaching physicians and advanced care practitioners to enhance their professional practice and improve patient experience scores.
Service Excellence Council
To coordinate this initiative, we collaborate with you on the appointment and development of an effective Service Excellence/Patient Experience Council to lead this initiative on an ongoing basis.
Patient Experience – Implementation Coordinator
CLS takes 100% responsibility for training and supporting an implementation coordinator to facilitate every aspect of the day-to-day operation of this initiative.
This Initiative is eligible for key grant programs. Partial budgets from training, advertising, and other areas are often reallocated to make up the investment.
This initiative comes with a 1-year money back guarantee which is detailed in the proposal.
Leadership and Frontline Enthusiasm
There was an overwhelming, positive response by your people to the two-day “Ignite the Patient Experience” presented by Brian Lee, CSP and/or his team and their recommendations are documented in the Hardwiring a 5-Star Experience Blueprint.
Three-year Blueprint to Hardwiring a 5-Star Experience™
CLS has submitted a comprehensive, completely custom-tailored, step-by-step 3-year blueprint to enable your team to achieve a 5 Star patient experience reputation.
Long-Term, Sustainable Competitive Advantage
By engaging, educating, and empowering everyone to contribute to the journey to become 5-Star, this will enable you to win back patients who live in your market area that have left you, and grow volumes.