Though it may feel like it most days, you are not an island. We provide executive-level coaching and consulting for seasoned and new leaders as individuals and as a team. We focus on executive team visibility, communication and teamwork. We help executives strengthen their relations with physicians, leaders and staff to create and sustain improved outcomes.

Leaders are often faced with the pressure of making the right decisions, usually without the advice of mentors. With the Healthcare Experience Foundation's advisory services, executives gain access to a network of seasoned experts. Our advisory services provide executives and leaders with the bench strength they need to think through tough decisions, gain outside perspectives, or benefit from third-party insights.

Build learning experiences for all levels of leadership (from executive to front line supervisors) that engage and grow your leaders to elevate care delivery. Our team of expert coaches blend learning modalities to maximize retention and support transition to practice. We provide train-the-trainer solutions that can accelerate change management. Our leadership development programs utilize resources for communication, competency based development, validation, and ongoing coaching to create mastery.

Break down c-suite silos and improve collaboration and communication across your leadership teams through individualized strength and communication assessments that illuminate opportunities, ignite collaboration, and strengthen connections. 

Create greater clarity and consistency across your leadership teams to reduce variability when engaging staff, employees, and physicians. We work alongside organizational units and leadership teams to establish a common purpose, introduce non-negotiables and expectations for performance standards in order to truly leverage the power of culture as a communication platform.

Highly engaged physicians are vital to the success of healthcare organizations, not only in delivering quality care, but also in driving revenue through their practice patterns and referrals to the health care organization. 

We work to equip your Senior Team with communication tools and techniques to increase visibility and build trust among physicians, and empower them to contribute to the development of a robust patient care experience strategy. Our Physicians Engagement and Alignment program helps you create messaging, build a sustainable communication program to engage your physicians, and introduce techniques to demonstrate improvement aligned with a culture of patient-centered care.  

We work to equip your Senior Team with communication tools and techniques to increase visibility and build trust among physicians, and empower them to contribute to the development of a robust patient care experience strategy. Our Physicians Engagement and Alignment program helps you create messaging, build a sustainable communication program to engage your physicians, and introduce techniques to demonstrate improvement aligned with a culture of patient-centered 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. We help create motivation for change, reconnect you to purpose and give you tools to sustain momentum. 

Senior Leader Rounding is an essential competency and process to create organizational alignment and build trust between employees and senior leaders. When implemented consistently and effectively, the technique leads to improved workforce engagement, patient experience, and quality. It is a practice that can quickly mobilize the organization and afford the senior team the opportunity to role model expectations. We will elevate the effectiveness of your senior leader rounding as a team and individuals, and work with you to create a sustainable program that improves patient, employee, and physician experiences, as well as elevates quality outcomes.

Through a series of observations, our goal is to 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 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.

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 work with your goals to establish a Clinician Leadership Development Program. Assimilating learnings from a stakeholder engagement session dubbed the Clinician Leader Deep Dive, we will focus on competencies that elevate clinician engagement, communication, burnout reduction. There is a national need for clinician leadership development to establish a framework and foundation for healthy teams, managing others, and cultivating excellent patient experiences. Additionally, we may include Physician Office Managers in development activities to further build relationships to support market share objectives.

Your Emergency Department (ED) is your front door, setting the stage for the community’s perception of your entire facility and the Always Experience. Our expert teams will assess, align and develop leaders, staff and physicians to execute and master proven competencies, experience standards, and processes yielding improved outcomes and sustainable results.

Medical Clinic and Ambulatory experiences represent a vital step in the continuum of care. From scheduled imaging, to infusion, to the lab, physician visits and beyond demonstrating excellent care is necessary to create patient loyalty. Our coaches and consultants work with medical group teams to focus on teamwork, professionalism, patient-centered communication, and creating memorable patient experiences within their specific settings.

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.

Engagement and purpose is essential to excellent care delivery. We’ve worked with many organizations to build healthy cultures at the unit, department and organizational levels. We bring together best practices from a wide array of experience working across teams and health systems to deliver pragmatic approaches you can implement to make immediate changes.

We have found success in creating environments of engagement, joy, and positivity that in turn yield cultures of excellence. This does not mean organizations do not experience challenges, set backs, and devastation. These attributes do, however, set a standard for growth and achievement that stretches us to have greater expectations for what is possible and deserved by our workforce in service to our 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, their patients and their families.

CARES is a training tool designed to equip every team member in a healthcare organization with a common understanding and set of behaviors to deliver an exceptional patient and family experience. With a simple yet effective framework, CARES helps you to create an environment for delivering highly reliable patient and family experiences of care.

Leader Rounding on Patients is a purposeful management strategy to validate staff behaviors and to ensure a personal connection with patients. It provides leaders with a consistent, valid framework for harvesting recognition and intelligence to coach employees for improvement. It is also a tool to validate that CARES and Standards are used correctly and consistently by employees.

Our HCAHPS Workshops are designed to create a learning experience that will jumpstart performance. By identifying strategies to truly engage staff and physicians in patient experience performance, this session will align key patient experience competencies with domain specific action plans. This learning event will empower your team with strategies and help develop tactics for your organization to administer excellent patient care, leading to higher HCAHPS scores and improved VBP reimbursements.

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

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.

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, their patients and their families.

CARES is a training tool designed to equip every team member in a healthcare organization with a common understanding and set of behaviors to deliver an exceptional patient and family experience. With a simple yet effective framework, CARES helps you to create an environment for delivering highly reliable patient and family experiences of care.

We will apply our Learn | Create | Realize framework to design, develop and implement Service Excellence Behaviors that align and extend your organization’s values and performance goals. We will take the time to learn more about the culture and behaviors within your organization to best embrace existing strengths to achieve the highest possible impact and outcomes. We will develop your workforce using high-impact learning experiences to adopt service excellence behaviors. Attendees will be certified and walk away with a new sense of ownership towards a service culture.

The most sustainable path to creating an environment of “every patient, every time” is through consistent development, engagement, and accountability owned from within your organization. Our curriculum is delivered with identified champions through our “train the trainer” methodology. We train your internal coaches to administer our proven coaching model, and they in turn train your leaders, staff and physicians. This approach ensures internal mastery of skills, greater adoption of process changes, and an efficient way to deploy best practices across every department in a consistent way. Skilled internal champions leverage tactics that sustain change and execute ongoing process evaluation. Upon completion of the Train-the-Trainer program, internal champions are awarded certification and will drive organizational self-sufficiency and sustainable outcomes.

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.