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We Create Service ExperiencesChris Thrash and Associates offer clients dynamic and innovative consulting and training experiences that deliver cost effective, service driven outcomes. Our service modules focus on the key components, processes, strategies and direction needed for enhancing the total customer experience. Our unique approach provides organizations with creative program options to help them customize their service initiative by selecting only those components they feel meet the specific needs of their organization. Hospital Leadership and Management Training PresentationsAt the HEART of Effective Leadership This dynamic workshop is for all hospital senior leadership, department managers, supervisors, and service team leaders. This essential training session is designed to help prepare leaders for what it takes to build and sustain a successful service culture. This powerful workshop gives managers the specific tools they will need to build a successful service culture in their individual departments and nursing units. Chris helps hospital leadership identify the key areas of focus for dramatically improving patient, employee and physician satisfaction "At the Heart of an Effective Manager" presents leaders with key components for increasing market share, improving the financial bottom line, decreasing risk and errors, and decreasing turnover costs by focusing on building a successful service culture. Participants leave the room with practical, ready to use takeaways by learning about the importance of Huddle Meetings, Expectations, Accountability, Rounding and Thank You Recognition (HEART). Tracking tools are provided that insure these practices are hardwired into the organization's DNA to guarantee the desired results. Generations: Veterans, Boomers, X'ers and Millenials Working Together to Create Service Culture Excellence For the first time in history, there are four generations in the workplace:
Each generation brings its own set of experiences, values, beliefs and desires. Understanding the experiences shared by each generation and having an awareness of how these experiences have shaped the values and behaviors of the generation can contribute to a greater understanding of service delivery across the Generations and gain acceptance of differences in patients, employees and physicians. This exciting, high energy presentation by Chris Thrash will provide hospital leaders and managers with a better understanding of how to provide excellent service to patients and team members based on their shared experiences, values and desires of each generation. Participants will learn how communication techniques vary when dealing with members of each generation. Download Program Overview [PDF] Getting Past Flavor of the Month Mentality To Build a Successful Service Culture Poor service…apathy…rude staff…low employee morale – problematic areas that tarnish an organization's image and create stumbling blocks to building a successful service culture. Learn how your hospital can enhance the patient experience by getting rid of "quick fix" mentality and flavor of the month customer service programs. Participants will walk away from this dynamic session with competencies and tools that will help them be more effective in managing problematic areas by focusing on role modeling, service opportunities, staff accountability, reward/recognition, and creating department level initiatives and expectations to sustain energy for delivering customer centered care. Managers will leave this session with a better understanding of what it takes to create a defining service experience. Hire for Great Service ... Coach for Great Performance Do you really know who you're hiring? The employee selection process can sometimes feel like a game show where you're never really sure what's behind curtain #1. Participants will learn how to take the guesswork out of the employee interview process by teaching them key interview techniques to assess candidate service readiness. This session also provides audience members with helpful techniques for coaching employees at every level: the low, middle and high performer. Participants will learn how to PRAISE, COACH and STEER their staff to higher levels of performance. The Power of Appreciation: Learn to Recognize Employees in Ways that Bring Meaningful Results Coffee mugs, key chains and other plastic trinkets are not the real source of inspiring employees to be their best. Expressing appreciation to staff can best be defined by a simple six letter word that in today's world sometimes seems forgotten: THANKS! Expressing appreciation for the vital role employees play is essential in encouraging staff members to appreciate their opportunities to impact the lives of their customers. True appreciation drives the service experience by embracing an understanding that all people have great worth and are deserving of our utmost respect and compassion regardless of their individual backgrounds, social settings or current situations. Leaders and managers leave with a better understanding of how each moment in our interactions with patients and employees are "gifts of opportunity" to make'ordinary' moments "extraordinary" in the lives we touch. Change at the Speed of Readiness: Embracing Change What's your organization's track record for change? Do your managers sometimes feel like they're running up a flight of stairs with no end in sight and each stair represents a different obstacle they're facing in their daily roles as managers? Staffing shortages…budget cuts…high census…competition…low staff morale. The challenges can become overwhelming for many managers. Teach your managers that change can provide a myriad of opportunities which can lead to positive effects and influences not only in the life of the organization, but in the life of each individual staff member as well. The Power of One: Enhance the Service Experience through Better Accountability Perception is Reality. TouchPoints™ can best define perception of the service experience. The basic needs, wants and expectations of our customers. Participants will learn to look at patient satisfaction measurement from a new perspective in identifying ways that patients form perceptions through their interactions with staff. By breaking the survey process into technical skills, organizational processes, and defining moments, managers can establish a better understanding of their role in holding staff accountable for service culture excellence and providing customer centered care. Frontline Staff Training(Chris Thrash provides five identical 1-hour sessions per day for the number of days each organization needs to accomplish housewide training. For example, an organization with approximately 1,200 employees could be trained over a 2-day period with ten 1-hour sessions) Dare to Dance…Making Ordinary Moments Extraordinary Short staffing, financial fears, and challenges in employee satisfaction can strip staff members of the ability to sometimes see the true value of customer service as it relates to both patient and employee satisfaction. This exciting presentation creates a high energy disco setting that is highlighted by Chris Thrash's humorous signature story of wanting to be John Travolta when he was in 7th grade. Through his humorous examples, he shows staff how customer service makes their job easier, not harder. Chris also teaches key components of building a successful service culture that will attract new patients, improve the financial bottom line, and most importantly, improve patient, employee and physician satisfaction. This extraordinary session offers simple solutions that can be immediately implemented to overcome resistance to change and dramatically improve patient, employee, and physician satisfaction. Everyday Heroes Based on Chris's award winning video and book by the same title, Chris shares how real healers are the healthcare professionals who want to help people. These heroes facilitate others success, encourage people with kindness and caring, continually renew their commitment to excellence, and offer their very best to the lives they touch. When they are deprived of their opportunities to serve, they lose the very energy that drives and motivates them. This inspirational session teaches techniques to revitalize staff members' energy and bring renewed passion, vigor and spirit to daily jobs, increasing employee retention and job satisfaction. The Adventures of Nurse Margaret Healthcare Reform – More patients, less time – Financial worries. Some of the greatest challenges for hospital managers and leaders are those employees who have bad attitudes and seem to bring everyone else down. In this humorous, yet powerful session, Chris teaches healthcare staff members how to deal with those employees who need a "wake up" call to return to caring for patients, family members and their co-workers. This dynamic, hard hitting session teaches powerful techniques for turning employee satisfaction around with the most difficult staff members based on Chris's hands-on stories of dealing with Nurse Margaret during his days in Nursing Administration. Standing Ovation – Moving Your Organization from Good to GREAT! You're Trying My Patients Service recovery is extremely important when you're dealing with the stressful environment of healthcare today. Without key strategies in place, organizations will struggle with patient satisfaction challenges. Based on Chris's best selling video by the same title, this dynamic training session highlights the five major steps for dealing with difficult situations that arise with patients, family members and co-workers: Listen, Empathize, Ask, Say, and Help. This creative, high energy session teaches practical, immediate steps to help staff members deal more effectively with difficult patients, family members, physicians, and co-workers. CME Training Presentations for Physicians You're On Our Team Chris Thrash provides a dynamic 1-hour CME session that helps organizations get physicians on board in the importance of their role as it relates to how they deliver excellent customer service and its impact on patient and employee satisfaction. This session introduces the organization's mission, values and service standards to the physician audience. Chris has a unique way of encouraging physicians to look at ways they impact the service experience in their relationships with patients, nursing staff, and other healthcare providers in the hospital and clinic setting. He shares with physicians simple service standards they can implement to make their jobs easier, not harder and dramatically improve the perceptions of patients and employees they interact with on a day to day basis. Most hospitals offer this session as a continuing education class so physicians receive CME credit for attending. The Link Between Patient Satisfaction and Malpractice Risk Research provides clear evidence that there is a close correlation between patient satisfaction and the risk of being sued for malpractice. It shows that knowing how patients rate their physicians based on the criteria of "minimum satisfaction," or the lowest satisfaction score they receive, can be helpful in predicting the risk for being named in a patient's lawsuit. This powerful presentation teaches communication techniques and tools for effective customer service to avoid future litigation. Won, lost, settled or dropped --- being sued by a patient is stressful for any physician and costly for both the physician and the associated hospital. Most hospitals offer this session as a continuing education class so physicians receive CME credit for attending. Secret Shopper AssessmentGain insight from behind the customer camera. As high patient satisfaction becomes more and more important, healthcare organizations are looking at secret shopping to gain valuable insight on what patients and guests experience the moment they walk through the doors. At Chris Thrash and Associates, a secret shopper visit is just one of the many services provided that sets the foundation for creating service culture excellence. We provide a one-day secret shopper visit to get behind the customer camera and view your organization through the eyes of patients, family members and hospital guests. The secret shopper visit not only evaluates the overall atmosphere and ambiance of the hospital environment, but also evaluates moment by moment interactions with hospital staff members in various departments and units. Each secret shopper visit includes:
For more information on how your hospital can benefit from a secret shopper visit, contact
Chris Thrash and Associates today at 1-800-733-7008 or via e-mail at .
Customized Video ProductionYour hospital team members will be excited about excellent service through our customized training videos! Do your team members clearly understand your hospital’s service standards, values and expected behaviors? Over time, your team could use a refresher. At Chris Thrash and Associates, we work with your team leaders to develop and produce a creative, customized training video featuring staff from your hospital. Many sample formats are available as creative templates for clients who are interested in a proposal and further information. Chris Thrash personally narrates the film and gives the organization a training tool they will be able to use for many years to come in new employee orientation and house-wide training initiatives. Customized Video Production Services Include:
For more information on how our customized video production services can benefit your
hospital, contact Chris Thrash and Associates today at 1-800-733-7008 or via e-mail at
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