Excellence in the Patient Experience - The Ritz-Carlton...
2
www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806 B y exploring the award-winning business practices of The Ritz-Carlton, you’ll discover how a service excellence culture results in a patient-centric environment, through engaged employees. You’ll be guided through The Ritz-Carlton Gold Standards, the foundation of our iconic, global brand. You’ll also visit our key processes such as on-boarding, employee empowerment, and patient empowerment that lead to service excellence and sustainable success. Program Highlights You will be introduced to The Ritz-Carlton road map for: • Differentiating your healthcare organization from the competition by consistently offering service excellence and clinical excellence • Developing a patient-centric culture within your organization to drive patient experience • Establishing robust operational systems in order to reduce mistakes, rework and improve safety • Ensuring patient engagement to further your organization’s recognition and reputation • Improving your employee engagement through service values and empowerment to reduce turnover The Ritz-Carlton Leadership Center speakers have led training sessions, spoken at conferences, and given keynotes to audiences around the world. Their presentations are practical and memorable because they share stories that exemplify how to apply the principles of The Ritz-Carlton to your organization. Length of Presentation Presentations can be six hours, three hours or up to two consecutive hours Who Should Attend? Senior Leaders and Managers Optional Debrief A One-Hour Debrief may be added on to select presentations for an additional cost. Excellence in the Patient Experience
Transcript of Excellence in the Patient Experience - The Ritz-Carlton...
www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806
By exploring the award-winning business practices of The Ritz-Carlton, you’ll discover how a service excellence culture results in a patient-centric environment, through
engaged employees. You’ll be guided through The Ritz-Carlton Gold Standards, the foundation of our iconic, global brand. You’ll also visit our key processes such as on-boarding, employee empowerment, and patient empowerment that lead to service excellence and sustainable success.
Program Highlights You will be introduced to The Ritz-Carlton road map for:
• Differentiating your healthcare organization from the competition by consistently offering service excellence and clinical excellence
• Developing a patient-centric culture within your organization to drive patient experience
• Establishing robust operational systems in order to reduce mistakes, rework and improve safety
• Ensuring patient engagement to further your organization’s recognition and reputation
• Improving your employee engagement through service values and empowerment to reduce turnover
The Ritz-Carlton Leadership Center speakers have led training sessions, spoken at conferences, and given keynotes to audiences around the world. Their presentations are practical and memorable because they share stories that exemplify how to apply the principles of The Ritz-Carlton to your organization.
Length of PresentationPresentations can be six hours, three hours or up to two consecutive hours
Who Should Attend?Senior Leaders and Managers
Optional DebriefA One-Hour Debrief may be added on to select presentations for an additional cost.
Excellence in the Patient Experience
www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806
Program Outline This course contains four major sections:
1. The Ritz-Carlton Culture – Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise and the 12 Service Values of The Ritz-Carlton.
2. The Systems Behind the Smiles – You cannot extend legendary service without having robust systems and processes in place. You will hear about our selection process and how we onboard talent at The Ritz-Carlton.
3. Employee and Customer Engagement – You will be introduced to the three levels of employee engagement and shown techniques that will enable you to personalize your service and create emotional connections.
4. Empowerment – Your organization’s problem resolution strategy is critical to your success. You will discover the benefits of employee empowerment.
Client Testimonials
“Although our hospital provided outstanding clinical services, the hotel-side of our hospital—responsiveness to patients, f riendliness, tone of voice, and eye contact—needed work. Since working with The Ritz-Carlton Leadership Center, we have seen notable and measureable improvement in our patient experience.”
“This course is approachable, understandable and easy to apply to my work environment.I feel the culture at The Ritz-Carlton is the key to success for any organization.”
