Five key behaviors to strengthen patient experience in hospitals
Providing the right training for support teams in a hospital or senior care community can make or break the patient experience. That’s why we’ve developed CARES training to support and encourage the behaviors that matter in our colleagues. Everyone in a care setting has the power to impact the experiences that improve a patient’s quality of life.
CARES is a behavioral training program for all our employees working in healthcare and senior care communities. The training program consists of six learning modules, each based on the five topics in the CARES acronym; Compassion, Accountability, Respect, Enthusiasm and Service plus one introductory module. The 18-month program is delivered in small, cross functional groups. Each module is designed using real-life scenarios with case studies and role play as well as patient comments. The program covers topics as diverse as dementia awareness, respect and dignity, diversity and inclusion, patient choice and teamwork.
“CARES training, in combination with our science-based services, creates a new level of measurable results. We see patient and resident satisfaction go up and the clinical teams report better patient outcomes.”
Loading component...
“He is committed to providing a high level of service. He takes responsibility and you can always trust that what he undertakes will get done.”
Sabrina Bozza, Deputy Head of a Care Community in Maniago, Italy, talks about her greatest satisfaction on the job. “Taking care of others is challenging but also rewarding when you see the results. One of our residents, who has been here a few months, is in a somewhat particular situation. When he is confused, he speaks in his foreign, mother tongue. His family members work far away and at times, are unable to be physically present. When he arrived, it seemed like it could be a difficult case. But, after the first two weeks, thanks to the relationship that was created between us, I have discovered a very sweet person who just needs some reassurance. Now, he shows me an affection that fills my heart.”
One of our client’s hospitals in Mumbai, India was the first healthcare site in the country to be locked down due to Covid-19 when very little was known about the implications of the virus.