Instill Service Culture Throughout Your Organization
To improve communication and achieve better customer service in healthcare, training needs to be built from the ground up. A successful program is rooted in each organization’s unique strengths and culture. DTA specializes in dynamic, deeply customized service training programs that deliver proven, consistent results.
Create Customized Service
Service culture training is one way in which service standards can be embedded into an organization. Our approach for creating a training program instills a consistent service culture:
- Assess the organization’s current customer service in healthcare training programs
- Develop a roadmap and determine resourcing
- Project and amplify the voice of the patients and families, as well as the staff and physicians who care for them
- Determine the approach for all aspects of customer service in healthcare training
- Create tools and videos to support skills practice
Growing an Authentic
DTA’s personalized, data-driven approach is tailored to instill a vital service culture within healthcare organizations. Opportunities are identified through a patient experience data review, direct observations and stakeholder interviews as well as a review of employee engagement and physician satisfaction survey results. We also create dynamic employee and leadership focus groups to test feasibility and address concerns along the way. The results are a demonstrable, memorable and often remarkable. It’s highly engaging, customized customer service in healthcare training that works.
The first step is reviewing and assessing existing service standards in the organization. We then work with employees, physicians, and volunteers to develop a single set of service standards that reflect patient desires in their own words. Once the service standards are developed, they can be further vetted with any Patient and Family Advisory Council (PFAC). Over time, service standards can be embedded into job descriptions, hiring processes, and performance evaluations.
"We want the patient experience to be surrounded by a culture of service throughout the healing process. We believe this is best served by having an organic, personalized approach – created from within our own hearts and minds. DTA has helped us achieve that custom approach."
Tomi Ryba - President and CEO
El Camino Hospital
"DTA has helped us develop strategic and tactical plans around patient experience. Not only did we have a long-term vision but they helped us build an actionable plan with incremental steps we could start implementing right away."
Bethany Hyde - Multispecialty Clinics Manager
North Memorial Health Care
"I’ve really enjoyed becoming involved with DTA. Initially I was hesitant to be coached for fear of being criticized. However, the experience is very much the opposite. All of the feedback is positive, and only helps you to build on your strengths. I personally am passionate about the message DTA is giving because I feel they teach you basic communication skills you can use in your everyday conversations. The DTA staff are not only experts at what they do, but are kind, funny, personable people. I am very appreciative of the knowledge, guidance, and opportunities this experience has provided me!"
Daisy Nelson - RN, Emergency Department
"As a member of the patient experience team, and a coach at regions hospital, I have had the honor of spending a lot of time with the DTA team. They are an inspiring bunch, and I am better for our time together."
Blake Southard - EMT, Emergency Department
"As we developed our plan to improve the patient experience at our health care organization, the voice of the patient was missing. While we knew this was such an important aspect of our journey to improvement, we were not sure where to start. With the help of DTA, we were able to create a very robust Patient and Family Advisory Committee (PFAC) consisting of previous patients and/or family members of patients."
Cheryl Reinking - Chief Nursing Officer
El Camino Hospital
"We have been utilizing the coaching services of DTA and the feedback from our physicians has been extremely positive. We appreciate the non-intimidating approach and having a trained set of eyes to reinforce the positives in addition to identifying the opportunities for improvement. I would recommend DTA to any clinic that is focused on improving the patient experience through better provider-to-patient interactions."
Randy Farrow - CEO
To build internal capacity and help position the organization for longer-term consistency, effectiveness, and sustainability, we use a “train-the-trainer” model. This includes a clear progression that allows internal facilitators to become experts in the flow and content of training modules. DTA also coaches teams of facilitators through an initial stage of partnered teaching to ensure excellence in intent, pace, and delivery of the training. Coaches that we train are also introduced to our coaching reporting tool, which streamlines the coaching and reporting process.