Initiated in 2002 and validated by 40,000 healthcare employees in 2009, Cleveland Clinic’s Communicate with H.E.A.R.T. programme is an innovative service excellence model that empowers employees to address both patients’ and colleagues’ concerns and questions, responding in a way so that they person feels he or she was responded to with care. It also empowers leadership to recognise, reward and redirect behaviours based on how it aligns with the Communicate with H.E.A.R.T. approach. Elsewhere the Hermitage Medical Clinic in Dublin is continuing to foster strategic relationships with key hospital groups and industry stakeholders, both in Ireland and abroad. Part of these efforts is to identify best know methods and practices that are in line with their own vision for HMC. Now Hermitage Medical Clinic has collaborated with Cleveland Clinic in relation to its Communicate with H.E.A.R.T. customer service excellence programme.
The programme’s two main components are: S.T.A.R.T. with Heart, a customer service training programme that provides practical skills and tools for employees to use as standards of behaviour for all patient, family and caregiver interactions. Highly interactive learning sessions give employees the opportunity to increase their awareness of the impact of every patient, visitor and employee interaction, every day, every time; understand that the role of the employee is greater than the tasks associated with his / her job; and understand that employees should feel empowered to do whatever it takes to deliver world class care.
Respond with H.E.A.R.T. an innovative service recovery programme that provides employees with tools to help them consistently address patients’ concerns at the point of service. It also empowers employees to communicate with patients, families, and co-workers in a caring and compassionate way. Employees practice skills in small groups, using real-life situations, role-plays and table discussions.
By considering factors such as corporate culture, leadership readiness, current patient services, data management, complaint and compliment management and employee recruitment, the Communicate with H.E.A.R.T. model can be customised and implemented to specifically fit an organisation’s needs.