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Creating and Sustaining a Culture of Service

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patient experience, patient experience strategy, customer service, change management, patient experience leadership, relationships, commitment, timely, special, compassionate, safety, high quality

Webinar Replay -

Creating and Sustaining a Culture of Service
Presented by Lynn Ehrmantraut, Senior Vice President – Research and Quality and Julie O’Shaughnessy, Executive Consultant, Avatar International LLC

Culture propels any organization towards, or prevents achievement of its mission and vision. Creating a Culture of Service for patients, staff and physician partners is a tall order, and sustaining that successful culture is equally challenging. This session explores the seven components necessary for a culture of service. National survey results of leadership teams will be shared (the triumphs and challenges) as well as practices and pitfalls inherent in each area: Pressure for Change (and what Value-Based Purchasing adds to the pressure), Clear Vision/Good Plan, Clear Expectations and Accountability, Skills and Attitudes, Measurement and Feedback, Recognition and Incentives, and Minimal Barriers. The session serves as a "mini-assessment” and recalibration of your plan to deliver and sustain a culture of service.

 

Related Body of Knowledge courses: Organizational Effectiveness and Cultural Competence & Diversity.

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The Beryl Institute
3600 Harwood Road, Suite A
Bedford, TX 76021
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