Healthcare Customer Service Training for hospitals

Hospitals & Clinics

Creating a strong service culture in healthcare is critical today, not just to ensure high HCAHPS scores, but because it’s the right thing to do — for patients, employees and other customers.

Today’s customer-oriented patients expect an exceptional experience in every healthcare interaction they have, and for good reason. Effective communication and patient involvement have been shown to make a positive difference in clinical outcomes.

But in the hectic day-to-day of working in a hospital, clinic or physician’s office, even the most well-intentioned healthcare staff can forget how important each moment is to a patient’s overall experience. To build a more service-oriented culture, you have to develop the behaviors, mindset and motivation to make quality of care and service the best they can be in every single interaction.

Integrity Solutions helps hospitals, clinics, physician offices and other healthcare organizations do this through:

  • Reconnecting each person with the purpose of their job
  • Identifying how they serve patients and other customers
  • Appreciating how others serve them and make their job possible
  • Learning proven communication and problem-solving skills
  • Developing attitudes, motives and values that support your mission
  • Engaging managers and leaders to support and model these behaviors
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EVERYONE BENEFITS FROM A STRONG SERVICE CULTURE:

We’ve worked with over 150 hospitals and other healthcare organizations, developing the patient-centric skillsets, mindset and motivation of more than 200,000 people. The benefits of an Integrity-driven service culture extend to patients, their family members, staff and management alike, with documented results including:

  • Improved employee satisfaction
  • Better relationships between managers and staff
  • Increased patient satisfaction
  • Enhanced teamwork
  • Improved communication between departments
  • Decreased turnover

Clinic and Hospital Customer Service Training Programs

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Integrity Service for Healthcare

Integrity Service® for Healthcare is a comprehensive clinic and hospital customer service training process designed to help healthcare employees understand what it means to be a truly patient-centered, customer-focused organization. Integrity Service participants are better able to identify and serve internal and external customers, focus on their job purpose versus job function, and understand how attitudes, motives and values influence the perception of service.

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Enhancement Programs

Integrity Communication: Behind every patient’s hospital journey is your team of dedicated people. From the clinical staff to operators in the call center, coordination and timely communication of information are keys to excellent patient care and satisfaction.

CLIENT SUCCESS

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V.A. Medical Center
Significantly impacting patient satisfaction scores
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Prior to Integrity Service®, overall patient satisfaction scores ranked in the 78th percentile nationwide. Within eighteen months, patient satisfaction scores improved to the 93rd percentile, and have remained at that level. One region went from 4th from the bottom our of 24 nationally to 5th within two years.
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500 Bed Hospital
Improving patient satisfaction and departmental, employee/management communication
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Overall patient satisfaction improved from 54% to 80%. Departmental communication rose from 25% to 77%. Employee/management communication increased from 29% to 77%.

Testimonials

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After one year of implementing, our expectations have been exceeded. More than 90% of the participants tell us their customer service behaviors and attitudes have improved. To a person, the Integrity Solutions team truly practice what they preach.

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Our service culture is built on the foundation of ‘doing the right thing because it’s the right thing to do’ for our patients and employees. We approach every year with renewed commitment to this goal. Integrity Solutions has been a valuable partner in our journey.

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We partnered with Integrity Solutions to create a two-year leadership development curriculum. As a result, leadership understand how to coach improved communication, problem solving, change management and accountability. The transformation has been nothing short of amazing.

Who we work with

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