“Every individual plays a critical role in the patient experience,” says Fran Drummond, vice president of ambulatory operations and optimization. “Every touch point has an impact on how patients perceive us as an organization.” In that vein, the C.A.R.E.S. program sets the stage for stellar performances with a three-hour training session that uses three modules to refine key interpersonal skills:

• “The Polished Professional” reinforces how people say things, including tone of voice and body language, and how to make patients feel welcome.
• “Optimize Every Interaction” stresses the fundamentals of the patient and collegial experience, focusing on five key skills that lend the program its name: Connect with patients; Align with their needs; Respond with timely, effective options; Ensure that expectations are met; and Sign off to complete the interaction.
• “The Art of Service Recovery” addresses how to support a patient when an issue arises, providing a proper response and escalating if necessary.