Communicate with H.E.A.R.T. ®
Focus on communication to help improve patient-centered care.
- 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
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.