Situation
- Satisfaction survey results showed a low patient satisfaction at the Admissions department.
- Admissions staff had undergone numerous trainings on ways to improve patients’ experience, without any change in their daily behavior.
Our Approach
Develop | APIS trainers developed a customized training for the Admissions staff focusing on communications best practices and how to create a memorable patient and family experience.
Train | All admissions department staff participated in an intensive training where they mainly practiced real life situations through role plays.
Improve | To maximize training impact and drive behavioral changes, APIS trainers developed and implemented a full program including mystery shopping and video recordings to monitor the interaction between admissions’ department staff and the patient and family. The collected key performance indicators were monitored in a dashboard and discussed with the department’s staff on a monthly basis. A booster training was delivered by APIS halfway through the project.
Results
- The compliance of the Admissions staff with the communication and patient experience procedure improved by 32 % (from 49% to 81%)
- The management of difficult situations with the patients improved by 46% (from 17% to 63%).
