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The Spirit of Excellence for Hospitals and
Long Term Care Facilities
Contact Us:
770-860-9464 |
Providing quality care is more of a challenge now than ever before. The
Spirit of Excellence is designed for hospitals in the health care
industry.
Also available in Spanish.
Through hands-on training with THE SPIRIT OF EXCELLENCE,
hospitals and clinics learn to:
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Build
patient loyalty and word of mouth advertising
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Encourage
employee teamwork
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Improve
attitude, morale and communication
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Reduce
turnover and patient complaints
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Empower
staff to deal more effectively with third party providers
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Reinforce
your customer service philosophy
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Support
CQI/JCAHO requirements
We specifically design THE SPIRIT OF EXCELLENCE for
all staff not just those who work directly with patients and customers. It
is not a video program that teaches procedures, but focuses
on culture change to improve attitudes, self-development, collaboration,
communication, and teamwork. THE SPIRIT OF EXCELLENCE gives
staff the skills to deliver exceptional service to patients,
customers, and fellow workers.
THE SPIRIT OF EXCELLENCE
is easy to implement.
The program is conducted in
three on-site sessions, saving time and money. Each session is 90 to 120
minutes long, depending on the number of participants. Easy to adjust to
all types of scheduling situations. Staff members of your organization
facilitate the program by using the goof-proof Train-The-Trainer Outline
and Leader Guide materials.
THE SPIRIT OF EXCELLENCE
is measurable.
Included is a benchmark measuring system and program evaluation form to
measure and track the results.
Empower Your Staff To Achieve
Service Excellence
In order to create a positive experience, everyone in your
organization must be responsive to customers and patients feelings. Not
just the technical staff or support staff, but management staff as well.
In front-line positions you need people who get turned-on, not turned-off
when a patient comes into your center.
When you invest in THE SPIRIT OF EXCELLENCE you are
involving your entire organization in a program that will increase the
productivity of your staff and make them more responsive to the feelings
of your customers and patients.
Who Should Be Involved In
THE SPIRIT OF EXCELLENCE?
THE SPIRIT OF EXCELLENCE
is designed for all staff and supervisors who come in contact with
customers and patients as well as staff behind the scenes whose job is to
support those in front line positions.
Here are various evaluations submitted by many of our happy
clients:
Overall rating; 100% rated the program between 8 & 9 out of a
possible 10
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All answered that they would strongly recommend to others
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Most valuable part of the program; Group Discussions
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Program provided an opportunity to people to meet others and to get
to know one another and learn what others do
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Learning more about myself and developing customer service skills
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Learning how to deal more effectively with co-workers
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Learn how to make by department better
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Improving body language and not getting stressed
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Learning to speak out, developed insight
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Bring up specific positive and negative situations and discuss how
to handle them differently
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General discussions and disagreements are fun and a way to getting
to know one another better
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Know myself better and my job, learning to achieve excellence
Program Materials
Using THE SPIRIT OF EXCELLENCE program, you can
effectively initiate (CST) Customer Service Training for your staff. The
well-coordinated program components include:
Training Videos/DVD's
The three videos focus on the following themes:
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Understanding Why People Do What They Do
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The Language of Positive Communications
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The Art of Satisfying Customers
The videos feature vivid and realistic customer service situations
that take place in a medical facility and background scenes that staff
will easily relate to.
Participant Kit
Because THE SPIRIT OF EXCELLENCE is highly
interactive, staff members benefit from their own 128 page Participant
Book. The 12 chapters involve staff in the hands-on-training sessions and
helps them process ideas while relating them specifically to their job.
Written exercises help participants practice critical service skills. Your
staff will find that the Participant Book serves as a valuable resource
long after The Spirit of Excellence sessions are over.
Each Participant Kit includes a Quality Service Reference Card,
Quality Service Performance Standards Profile, and Certificate of
Accomplishment.
 Leader Guide Facilitator
Package
Facilitator Package consists of a facilitator guide
and a set of 3 videos, CD's or DVD's.
The Leader Guide provides a step-by-step outline for effectively
structuring and presenting THE SPIRIT OF EXCELLENCE program.
This guide is easy to use even by facilitators without prior training
experience. It includes:
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The transcript of the videotapes, including narration and vignettes
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Program exercise and discussion pages, along with detailed directions
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A summary of the training objectives for each session
Delivery Options and Considerations:
On-Line E-Learning
- Accessible
from our server or your server.
Blended Combinations - Online and Classroom together, the best of both worlds,
designed to reduce time off the job while at the same time
increasing the quality of the learning experience.
Classroom Workshops
- Delivered by our facilitators or your facilitators.
Facilitator Materials Only - We can provide you the
facilitator and participant packages so you can teach the course
yourself.
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Facilitator
Package
Facilitator Package
consists of the
facilitator guide, 3 DVD’s, VHS or CD’s
(Company checks
and purchase orders are accepted)
$899 |
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Participant
Package
Participant Package
consists of a
participant book,
customer service performance standard, quality technique card and a
certificate of accomplishment.
(Company checks
and purchase orders are accepted)
1 - 499
packages: $19.00 each
Shipping will be
added based on quantity of books ordered. |
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Call
770-860-9464 or
E-Mail Us for More Information
Click here for a complete listing of our Customer
Service Learning Systems for your organization! |
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