When healthcare leaders set out to train staff, it's important to have a plan to get a return on investment, or ROI from Training Customer service training only sticks when the training event is seen as the beginning and not the end. For over 25 years, I have been helping healthcare organizations ...
Many things in healthcare require skill development and reinforcement. Sometimes those things require mandatory training to ensure quality and safety. But just because it's mandatory doesn’t mean it can’t be enjoyable. When you hear the word “mandatory,” how do you react? ...
U.S. corporations (including healthcare) spent $94 billion on training last year. The investment is significant, but are they getting their money’s worth and seeing an ROI on training? The ones that are getting the biggest bang for their buck are ...
Medical staff turnover is rampant, but it doesn’t have to be if we start listening to our new employees BEFORE their exit interviews. I recently heard a case study from a large academic medical center about their Medical Assistants (MAs) leaving ...
Just because you conduct training, doesn’t mean people are learning. And just because people learn something, doesn't mean they change their behavior. How can you ensure that every training results in behavior change? Start by finding out how they learn ...
In traditional training approaches, 85 percent of the organization’s effort takes place during a single, one-and-done event. Only five percent of the effort and resources are devoted to follow-up after the “event.” For training to stick, here's our recommended approach for ...
Training that Sticks: 4 Simple Steps to Achieving Great ROI Leaders often tell me that their customer service training didn’t work. What they mean is that it didn’t result in improving patient satisfaction scores. This is the typical indicator used for ...
Written By: Kristin Baird, RN, BSN, MHA Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
What makes some organizations rise to the top, while others struggle? This is a question we consider each time we assist our partners in implementing best practices. One thing that is certain, is that culture plays an enormous role in ...
Posted by Kristin Baird It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...
