Communicate with H.E.A.R.T. ®

Focus on communication to help improve patient-centered care.

CommunicateWHEART-Identifier-TaglineBuild a culture that helps empower employees to reduce patient suffering. A strong culture is the foundation for patient-centered care and a robust service excellence model is a key contributor to a positive patient and employee experience. Communicate with H.E.A.R.T.® is a foundational communication model offering practical and interactive training to help reinforce empathy as a core component of reducing suffering and delivering Compassionate Connected Care™.

The Challenges

  • Need to improve communication, teamwork and ability to interact with empathy
  • Disengaged employees who are not able to effectively or consistently deliver on your organization’s core values
  • Patient stress, anxiety, fear and suffering

The Process

Communicate with H.E.A.R.T is delivered by a Press Ganey consultant using a train-the-trainer approach with interactive workshops and sustainable methods. The H.E.A.R.T. program consists of three training modules: S.T.A.R.T. with Heart® focuses on nine key expected services behaviors to use in every interaction with patient, families and other employees. Respond with H.E.A.R.T.® is an innovative model for service recovery providing employees with tools to help consistently address patient concerns. Answer with H.E.A.R.T.® delivers training for exceptional phone service and crucial factors for de-escalating challenging calls. To customize the program for your organization, Press Ganey experts take time to understand your organization’s corporate culture, leadership readiness, current patient services, data management, complaint and compliment management and employee recruitment, onboarding and retention. Methods learned in the training program will be reinforced by your Press Ganey Account Team after the initial training to keep your organization on track to reach your goals.

Learn More about Communicate with H.E.A.R.T.®, a Cleveland Clinic Program

Contact US or Call 800-232-8032, or email HEART@pressganey.com