Pendulum can help you navigate the challenges of service providers (the “people business”) with our Customer Service—Service Excellence Training Program. Service excellence starts with the leadership team and a daily culture of meaningful interactions and relationships. Service excellence also involves developing staff skills that bring your mission and vision to life.
Pendulum’s Customer Service—Service Excellence Training Program will give your staff, managers, and leaders practical knowledge and techniques to strengthen your customer service program. This is an on-location training program, with the number of days determined by the topics to be covered and the number of times and locations for the presentation.
Service Excellence—Impacts Reputation, Regulations, Reimbursement, and Employee Retention … Are You Meeting the Mark?
Why Train In Customer Service?
In a competitive healthcare environment, excellent customer service is critical to the success of any healthcare organization. Healthcare is a “people business,” so your responsibilities are not limited to providing clinical services and following regulations. You must also develop positive and meaningful relationships with your customers—patients, residents, clients, etc.—and perhaps more importantly, their families and representatives.
What is at stake if these positive relationships do not exist? It may affect your regulatory survey results, the ability to hire the right people, your census/client volume, your reputation, and your professional liability exposure.
Training Topics Covered:
Our Service Excellence Training Programs are customized based on the team members that will be attending the training. Included in the training are topics such as:
- Delivering compassionate, respectful, patient/resident/client-centered care
- Providing meaningful interactions
- Messaging that supports service excellence
- Responding proactively to all parties’ concerns
- Setting the customer service model from the time of admission throughout the stay/visit
- Blending customer service with adverse outcomes
- Managing difficult families and addressing families in crisis
- Educating the family and patient/resident/client about the care process
- Forming relationships with families
- Tracking, trending, and documenting customer perceptions
- Delivering bad news
- Protecting your facility or company’s reputation on social networks
- Handling and tracking complaints and developing resolutions
- Getting back on track when something goes wrong
- Working with internal customers—employees
- Managing a crisis
What Our Clients Say
Have questions? We’ve got answers.
What is a standard risk assessment process?
Depending on the services requested, the assessment process is customized to fit the need of the organization. The assessment may be risk- or compliance-oriented.
Some examples of the areas reviewed during the assessment process include:
- Policies and procedures
- Protocols and practices
- Physical environment
WHAT TYPES OF ASSESSMENTS ARE AVAILABLE?
Pendulum offers several varieties of assessments:
- Professional liability risk
- Infection prevention and control
- Customer service
- OIG compliance
- HIPAA/HITECH compliance
- Emergency operations
- Security vulnerability
- Life safety
- OSHA
- Cybersecurity
An organization can also choose a focused assessment that includes customized services to meet their needs in areas such as documentation, fall, skin integrity, elopement management, risk and quality programming, etc.
What can you expect from Pendulum Risk?
Pendulum offers more than 22 years of risk management consulting experience to assist organizations in minimizing liability risk and strengthening defensibility. We provide a wide range of risk management services and take pride in our ability to provide customized services to meet our client’s needs.
Our skilled risk control consultants have consulting expertise in a wide variety of clinical and non-clinical settings, allowing them to identify potential areas of risk and provide recommendations based on risk management strategies that have been identified through national claims and litigation activities.