Catalyst/Presentation Services - Workshop Topics
Catalyst services are stand-alone inspirational continuing educational sessions that assist clients in creating a
culture of patient-inspired excellence and incorporate various aspects of Mary's Patient-Inspired Excellence Philosophy. The workshop topics here are some of the most popular from last year. Don't see what you are looking for, contact Mary and request a customized program.
Session Formats: Depending upon the learning objectives, sessions can be delivered as formal/keynote speeches, presentations or as interactive workshops.
Suggested Audiences: Executive Teams, Department Heads, Management, Front Line Supervisors, Nurses and other Clinicians, Quality Professionals, Service Improvement Teams, Front Line Staff - Mary's comfortable with any audience group.
Time Frame: Sessions range from 60-90 minutes to full-day workshops.
Customization Options: All sessions are customized to meet your specific educational needs, resource availability, and time constraints. Pick and choose among these topcis and themses and design a great program for your organization.
The 99th Percentile Leader: Service Excellence Basics
Top health care organizations conduct business and provide service in an inherently different manner than organizations that are struggling. They realize that operational and service success isn’t achieved by asking staff to “try harder” and “smile more.” During this session, the critical success factors common to leading organizations are reviewed and winning service strategies are explored. In addition, we identify and discuss avoidable service performance obstacles. By the conclusion, attendees will understand the key elements of a service quality culture being implemented by the most successful health care organizations.
How and Why to Wow
Simply focusing on improving satisfaction scores can be likened to memorizing exam questions without understanding the subject matter. Creating exceptional patient and family experiences is the underlying driving force to moving satisfaction results in a positive direction. This session will connect the dots for attendees with respect to the healing power of superior service. In addition, tactics are provided for helping to make world class service “business as usual.”
90 Wow Ideas in 90 Minutes
This energizing, highly-practical, and information-packed session will explore the wide range of possibilities for “wowing” health care customers. Hundreds of ideas from top performing organizations across the country have been collected and distilled down to the most original and impactful. Attendees will leave the session with a veritable toolbox of strategies to inspire their service delivery approaches.
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Organizational Structures to Support Service Excellence
Service performance excellence is comprised of good people and working systems. When internal structures are aligned with the core components of a service-driven culture, employees can better deliver the level of service to which they aspire. This session will examine several key structures that support service excellence and draw upon the implementation strategies and success stories of best practice organizations.
Words that Wound, Words that Work, Words that Wow
Words matter. Our ability to connect with internal and external customers is based on relational dynamics, communication skills, conflict resolution, and the ability to listen. This session provides insightful and practical advice on how to build better customer relationships through improved interpersonal communication techniques.
Best Practices in Reward and Recognition Programs
Every member of your organization plays an important role in helping to fulfill your mission. Valuing and recognizing your employees is a powerful strategy for harnessing their motivation, boosting their morale, and impacting their service delivery. This session will examine the proper application of a reward and recognition programs as evidenced by the most successful of organizations.
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Service Recovery Strategies
Occasional service failures are inevitable. How the situation is handled can mean the difference between a customer’s defection and loyalty. This session provides guidance on developing and enhancing a robust service recovery program. Strategies, tools, and tips are explored that will empower employees to turn negative situations into positive statements about your organization.
Effective Rounding: On Employees, Physicians, Patients and Customers
Rounding is a meaningful way to proactively collect information from employees, physicians, patients, and customers about their day-to-day needs. During this session, participants will learn effective strategies to structure their rounding efforts to maximize relationship-building and capitalize on early problem identification.
Service Mapping: What It Is and How to Use It
This session helps participants learn to think more deeply about patient experiences. Attendees will examine real-life patient and family service scenarios and analyze each step in the service delivery process. By the end of the program, individuals will have a better sense of how to capture and translate current service pathways through the eyes of the customer. This session complements the skills developed in “Analyzing Service Experiences through Moments of Truth.”
Analyzing Service Experiences through Moments of Truth
This interactive session provides attendees with tactics to identify the current state of service performance at their organization by identifying key instances (i.e. moments of truth) of the service delivery process. Once moments of truth are identified, participants will explore how to re-imagine the service moment into a “wow” experience for the patient and family. This session complements the skills developed in “Service Mapping: What It Is and How to Use It.”
Integrating Satisfaction Data with Service Improvement Initiatives
There is a distinct difference between collecting satisfaction data and actually using it. Once it’s understood how satisfaction results fit into the improvement process, the causes of service performance breakdowns can be analyzed. This session highlights techniques to break down various sources of satisfaction data into meaningful service metrics.
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People, more than things, have to be restored, renewed, revived, reclaimed and redeemed. Never throw out anyone.
- Audrey Heburn