Why focus on culture transformation?
Patients want to trust their caregivers, and the most effective way for physicians and medical teams to gain trust is to establish deep and meaningful connections with patients and their families through open, honest communication. That’s also the way to build trust among the physicians, nurses, and other members of the medical team who deliver quality care. Bridging the trust gap will pave the way to a patient-centered, team-based culture and lead to higher levels of performance, patient satisfaction and loyalty.
How does the RELATIONS® for Healthcare Transformation process work?
Physicians spend 70 percent of their time talking with patients, staff and each other. How effectively they connect with those audiences affects patient outcomes and perceptions, and creates the culture and tone of the work environment. Because the single most important factor determining patient satisfaction is the quality of the interaction with the physician, physician leadership and engagement in this work is critical.
RELATIONS® for Healthcare Transformation is the core solution of The Institute for Healthcare Excellence (IHE). It offers a sustainable approach for improving patient and employee satisfaction by providing peer-to-peer training in effective communication. The process begins by identifying physician and allied health leaders who are respected by their colleagues and who support the effort to rekindle relationship-based communication tools. Then, these leaders are trained to train their colleagues to improve their skills
Does RELATIONS® for Healthcare Transformation training really work?
IHE provides a culture-changing program, not a quick fix. It takes 9-12 months to realize measurable benefits and up to four years to achieve maximum results. Leaders who make the commitment to nurture a culture built on relationship-based, patient-centered communications can expect a 5-1 return on their investment.
This program is five days split into three days of training followed by a one-month interval where individual work is executed, followed by two additional days of training. When the training is complete, faculty at the institution are able to effectively deliver the four-hour curriculum to their colleagues.
This program is developed with content targeted for each group (physician and allied health caregivers) so that content and facilitation skills match the needs of the respective audiences.
Training can be successfully tailored and delivered at university hospitals, large and small community hospitals, pediatric hospitals, department of public health, hospice, military hospitals, and multiple ambulatory clinics (primary and specialty).
Mechanisms to engage physicians in a non-employed setting have been successfully implemented.