Communication and Customer Service in Hospitals - Fragale

1. Our Future
Our Commitment
Our Responsibility
Saint Joseph Hospital
Any town, USA

2. Communication Plan to Improve
Patient Satisfaction
Saint Joseph Hospital
Any town, USA

3. Phase One
Introduction to HCAHPS Training
Leadership Meeting
In today’s training session we will:
 Explain the HCHPS survey, it’s impact and how it will be
implemented at our facility
 Show sample data previously submitted to CMS
 Show area of strength and weakness
 Go forward plan for improvement
 Tools to share in your departmental meetings
 Mandatory sign-in sheets for all employees acknowledging
attendance at departmental meeting and training received.

4. Phase Two:
Commitment to Each Other
 Training for hospital leaders and providing tools for
communicating with each other.
 Use The Great Employee Handbook by Quint Studer as
training materials
 Training provided at new-hire employee orientation
 Ongoing training at monthly departmental level meetings
with role-playing scenarios to acknowledge understanding
by all of the staff.
 Implement reward/recognition system for those employees
who go the extra mile.

5. Phase Three:
AIDET
 Roll out AIDET training to all hospital leadership.
 Mandatory training for all staff who come in contact with
patients, family or visitors
 Provide AIDET scripting reminders on bulletin boards in all
break rooms.
 Managers to do daily rounding on patients and monitor staff
complying with AIDET process
 Make compliance to this model part of employee performance
evaluations so staff is certain of its importance.
 Monitor and evaluate HCAHPS scores for areas of opportunity
by clinical area
 Recognize those clinical areas that consistently maintain high
scores or make big improvements in scores.

6. AIDET
 Acknowledge the patient
 Introduce Yourself
 Duration
 Explain
 Thank
 http://www.youtube.com/watch?v=WDFOhDvtDlI&fe
ature=related