Hospital Employees

Photo courtesy of National Science Foundation

Photo courtesy of National Science Foundation

Recent changes in health care laws are driving the need for improved hospital employee communication. Medicare has begun reimbursing hospitals based on patient satisfaction surveys that include questions such as, “During this hospital stay, how often did nurses listen carefully to you?” and “During this hospital stay, how often did doctors explain things in a way you could understand?”

Even if most staff members are good communicators, just one bad interaction can alter the

  • Patient’s perception of the care
  • Hospital’s final score
  • Level of reimbursement for that hospital

Many of the “problems” associated with these penalties can be prevented with more effective communication skills. Improving communication skills doesn’t require significant time or money, just a willingness to learn and a plan to implement the new skills.

 

Communicating for Improved Patient Outcomes: 2-4 hours
This course is specifically designed to help hospital employees communicate more effectively with patients and colleagues. You will learn to assess your personal communication style and understand ways to communicate for mutual understanding. The trainer will facilitate an audience-based discussion of steps for communicating with patients, their families, and their providers. You will practice tips to improve your listening, observation, and persuasion skills. You will also learn how to collaborate with others at all levels; develop creative solutions to deal with challenging people; and build confidence, credibility, and respect for your opinions.

Mastering Advanced Communication Skills: 2-4 hours
This course is designed to take you to the next level in your communication skills by identifying your weak areas and setting goals to overcome them. You will learn how to facilitate solutions, reach agreements with colleagues, and prevent misunderstandings. To prioritize content, we will conduct a needs assessment survey for each member of your group and will develop learning objectives that include listening, writing, and presenting techniques. You and your colleagues will leave with a personalized, specific plan for improvement and will be given an option for a follow-up conference call or session with the trainer.

Writing for the Patient Audience: Newsletters, Emails, and Social Media Posts: 2-4 hours
This writing course focuses on drafting documents for lay audiences. We’ll review common problems in grammar, punctuation, and formatting. Plus, you’ll learn how word choice, sentence structure, document organization, and concrete examples can make your content easier to understand and retain. Learn how to quickly pull together thoughtful and error-free newsletters, emails, and social media posts that are easy to read and understand. Bring your own projects to the workshop for a free consult on content, writing style, and common writing errors.

Presenting to the Lay Audience: 1-2 hours
Albert Einstein said, “If you can’t explain it simply, you don’t understand it well enough.” Preparing a talk for the lay audience requires more than just showing up and talking about a science topic. This course will help you learn to improve your presentations by understanding how to adapt to your audience, setting, and topic. You will learn how to cull your content, choose the most important pieces, and organize them in a way that’s digestible to anyone. You’ll also learn delivery techniques to engage your audience and illuminate your topic, so you can build credibility and make a connection.

Communicating with the Public in a Crisis: 2-4 hours
One of the most challenging settings for any communicator is a crisis. Making split-second decisions requires concentration, and sharing your decision-making rationalization with others in an empathic way can be tricky. Learn how to swiftly identify the needs of the audience, pull out pertinent information, and respond in a thoughtful, compassionate way. You will learn listening, writing, and presenting techniques for communicating with family members, the media, and your organization’s leadership team.

Dealing with Angry, Upset, and Difficult People: 2-4 hours
This interactive workshop is packed with tips for dealing with negative feedback, upset people, and complainers. You’ll learn how to show others you are listening, help them resolve their problem, and communicate effectively to prevent a repeat occurrence. You’ll also learn specific techniques on how to communicate for mutual understanding, deal with disruptive people, and improve colleague relations. This course features a small group role play where participants will practice dealing with upset people.

Communicating Vital Information in a Short Amount of Time: 2-4 hours
Learn to communicate lots of information in a short amount of time without compromising content. This course can be adapted to these scenarios: rounds, patient discharge, pre-operative consults, and pre-procedure explanations. At the end of this course, you will be able to assimilate complex information and deliver it in a way that patients and caregivers will be able to understand and adhere. This course features a custom tip card such as the Patient Checkout Checklist—an easy-to-use tool for communicating discharge orders—that you may adapt for your institution. You and your colleagues will practice your new skills in a role play exercise.

Don’t see what you need? Please contact us to discuss how we can develop a custom course for you or your group.