Improve HCAHPS scores and Value Based Purchasing performance by dramatically shifting the culture of healthcare delivery across organizations and teams. We help you identify areas for improvement and create practical strategies and tactics for impacting the domains most critical to your success.

Communication with patients is a key driver of the experience and one of the most frequent contributors to medical errors. Using empathy-based development, we help transform communication with patients across teams to produce highly reliable experiences of care.

Organizations that perform in the top decile of patient experience performance have enabled efficient systems and processes for clinician leader rounding, hourly rounding and bedside shift reports. Yet consistency in practice and competency in process is elusive in most organizations. We work with clinician teams to engage and train them in developing systems, processes that allow them to thrive, while simultaneously delivering optimal performance outcomes to patients.

We understand that experiences are shaped by more than the words spoken and actions taken. Real encounters are complex and interactive, requiring planning and practice to achieve the best experience for both caregivers and their patients. To build compassionate, patient experiences it is essential to restore empathy and create engagement. Focusing on five core competencies (CARES), we work with organizations to create highly-reliable experiences that produce improved quality outcomes.

Teamwork is the number one driver of patient loyalty; yet, for many teams there are barriers to working together within and across departments. Silos jeopardize quality, risk retention, and harm patient experiences. We work with teams to enhance collaboration, uncover strengths, build healthy conflict resolution strategies, and shared purpose.

If your organization’s goal is to fully understand the patient experience, no form of research surpasses ethnography for achieving experiential depth and insight. By placing ourselves in the patient’s environment for an extended period of time we are able to bring to light the barriers to an exceptional experience that can only be seen by looking from the patient’s perspective. Our Ethnographic research is designed to provide leaders a unique lens into the gaps in consistency of care that are not visible through patient experience survey results alone. This expanded insight is provided through an in-depth assessment of the patient and family perspective.

CARES™ Connect cultivates patient loyalty and ensures safety by connecting with patients following discharge to support their safe transition home. Our solution, in partnership with PRC offers your patients the assurance of a call from a CARES™ certified interviewer or text to ensure a safe transition home, answer any key questions, verify adherence to discharge instructions, and identify safety risks to alert your team. Our complete solution includes mapping your discharge practices, competency development for leaders, and PRCAlertView.com notifications. For more information, click here for our Overview Sheet.

Being cared for by engaged team members helps provide the “Excellent” experience patients crave. We help you uncover opportunities to create consistency across the care continuum.

At the heart of healthy teamwork is the recognition that when a conflict occurs, those in positions of influence feel safe and supported to take swift action to resolve the issue and build trusting relationships among the team in the process. Our experts have developed a successful tool, the Conversation Curve to support leaders, staff, and physicians with the communication skills and resources to embrace conflict and create healthy resolution.

The Conversation Curve builds upon the perspectives of each party in conflict and matches their perceptions to communication and actions your employees can take. We begin by building assessing your current conflict challenge and communication competencies to Acknowledge Past, Sense Present and Realize Future, and line up the practice of achieving greater teamwork.

The employee experience is typically not a linear proposition. Our observations and research have demonstrated that organizations must be purposeful in designing strategies across key milestones in the employee experience to be successful.

Our expert coaches and consultants help effective leaders focus on equipping their teams with practices and processes to segment approaches. We help leaders uncover and resolve missed opportunities and processes for communication, create clarity, and build teamwork to retain the best employees.

Teamwork is the number one driver of patient loyalty; yet, for many teams there are barriers to working together within and across departments. Silos jeopardize quality, risk retention, and harm patient experiences. We work with teams to enhance collaboration, uncover strengths, build healthy conflict resolution strategies, and shared purpose.

CARES™ Connect cultivates patient loyalty and ensures safety by connecting with patients following discharge to support their safe transition home. Our solution, in partnership with PRC offers your patients the assurance of a call from a CARES™ certified interviewer or text to ensure a safe transition home, answer any key questions, verify adherence to discharge instructions, and identify safety risks to alert your team. Our complete solution includes mapping your discharge practices, competency development for leaders, and PRCAlertView.com notifications. For more information, click here for our Overview Sheet.

We can help you rewrite the playbook for supporting physicians in both the early stages of their career and their transition to leadership. We help our clients amplify the effectiveness of existing medical staff leaders to build a more resilient medical staff that finds joy and purpose in their work, drives quality outcomes, creates physician engagement, and excellent patient experiences of care. We work with physicians, faculty and residents with the emotional intelligence, communication, conflict management, and business skills to make participants more effective physician leaders.

Approximately 50% of clinicians experience signs and symptoms of burnout. Today’s healthcare climate demands solutions to achieve engagement and a productive, healthy workforce. We work to develop leaders to proactively identify and manage the triggers and stressors that drive burnout and equip leaders to support their team and staff thrive.

Building a resilient team does not mean challenges will not occur. Resilience helps fortify your team to bounce back by focusing on key resiliency strategies. Through group practices we work with your leaders and teams to build confidence and relationships.

We partner with your organization to elevate their graduate medical education program and build essential competencies for communication, wellness, resiliency and leadership. Through Faculty and Resident development Healthcare Experience Foundation will support your Patient-Centered Care strategy to create and implement provider development programs designed to cultivate a culture of continuous learning and improvement amongst the resident community.

CARES™ Connect cultivates patient loyalty and ensures safety by connecting with patients following discharge to support their safe transition home. Our solution, in partnership with PRC offers your patients the assurance of a call from a CARES™ certified interviewer or text to ensure a safe transition home, answer any key questions, verify adherence to discharge instructions, and identify safety risks to alert your team. Our complete solution includes mapping your discharge practices, competency development for leaders, and PRCAlertView.com notifications. For more information, click here for our Overview Sheet.

Through a series of observations, we assess the environment from the patient and family’s perspective, reveal barriers and provide detailed recommendations for improvement. Through the lens of the patient and family perspective, and our full range of human senses, we will conduct a comprehensive evaluation to Learn and Create the best solution for your unique organization. Our ethnographic research study of observing patients during key interactions identify how patients and their families perceive their interactions and care with physicians and staff.

Our Assessment report will pinpoint specific development opportunities for inpatient, outpatient and clinic settings, as well as fuel individual coaching opportunities to improve communication. We will also evaluate the care settings and team members to identify ways the entire care team and environment can support physicians in delivering an excellent experience.

Our transformational coaching begins with a comprehensive assessment to give leadership teams tactical insight to align and engage staff to improve the culture and drive outcomes.

We will collaborate with you on your roadmap and coach leaders, staff and providers with practices and processes for success. To create excitement and elevate patient-centered care, it requires a systematic strategy to convey the vision for excellence, engage staff in solutions and learn ways to make your organization the best place to deliver care.

We engage your champions to design and build a program to amplify your organization’s service standards for the patient experience. These standards will define accountability for how care is delivered and how teams work together to create a high performing organization.

Building workforce momentum begins with a confident and vulnerable senior leadership team. Senior leaders must project confidence that this change is possible and the workforce has every capacity of meeting and exceeding those expectations. Equally, vulnerability matters because it bonds us to one another.

Senior leaders must admit that the current state must change and own-up to previous misses. We work with executives to create a team based approach for communication, visibility and rounding to establish practices, competencies and process that propel balanced scorecard outcomes and deepen employee and physician relations.

CARES™ Connect cultivates patient loyalty and ensures safety by connecting with patients following discharge to support their safe transition home. Our solution, in partnership with PRC offers your patients the assurance of a call from a CARES™ certified interviewer or text to ensure a safe transition home, answer any key questions, verify adherence to discharge instructions, and identify safety risks to alert your team. Our complete solution includes mapping your discharge practices, competency development for leaders, and PRCAlertView.com notifications. For more information, click here for our Overview Sheet.