Transformation Before TrainingR is an approach to patient experience management that starts with organizational transformation at a very personal level.
- We help individuals to find and/or reignite their personal purpose and passion for service and then align it with the patient experience.
- While other “programs” start with training, we believe that these are never fully embraced by staff and quickly go away.
- When you precede training with transformation, employees will embrace the process that follows. Not because it is an organizational mandate. But because it fulfills their own desire for fulfillment by being true to their calling to be of service.
- That obtains buy-in and leads to personal empowerment.
- We don’t copy best practices. We show you how to create your own.
- We don’t work with everyone only leaders who are ready.
In a Health Leaders August 2011 white paper on patient experience, the number one stumbling block to implementing an effective patient experience strategy cited by leaders in the profession as lack of cultural fit or employee buy-in. This was reiterated by a Beryl Institute report as well.
Morehead Associates, a Charlotte, NC company that helps healthcare companies measure workforce commitment, has some interesting statistics about loyal employees.
Employees who are clearly aligned with the mission, vision and values of the organization exhibit the following characteristics:
•Willing to go “above and beyond,” exerting additional effort
•Demonstrating energy and enthusiasm for their work
•Loyalty to the organization – greater likelihood to stay employed
•Pride in the organization and willingness to recommend the organization as a place to work and to receive care
•Greater overall satisfaction
Those are the actions. What drives employees to those actions are a number of things. But this is telling. The number one driver is answered by the statement: I feel like I belong in this organization.
Transformation Before TrainingR gets to the “belonging” by aligning, engaging, monitoring and updating four imperatives at every level in the organization:
- Clarity - Is there the organizational clarity that people need to feel confident about their future?
- Alignment - Are people in intrinsic alignment with your Vision, Mission, Values and Strategy? In other words, do they feel that what’s good for the organization is also good for them? Do they feel inspired or required? Imagine your people designing how to get to your future with ease, elegance and authority.
- Engagement - Are your people feeling challenged with respect, appreciated for their contribution, responsible for the outcome and part of something meaningful? If not, they are NOT engaged.
- Legacy - Do you know exactly what your Legacy will be? Within the first 90 days, your team will acquire the tools, the attitude and the perception to generate the outcomes you truly desire. The team will learn how to create personal and organizational legacy in real time.
Profit and shareholder value are not mission critical to our work together. Profit and shareholder value are the result of doing things right because they are the right things to do. They are the scoreboard, not the ball. When your people are clear, aligned, engaged and focused on doing the right things right, relationships happen, value happens, profit happens. Within the first 90 days, your core leadership team will be aligned & engaged and other employees at every level in the organization will follow. Our client employee surveys reveal an engagement rate of 80 percent throughout the organization. It is obvious what that means to recruitment and retention.
Over the course of our engagement:
- Key organizational processes will begin to be reviewed and re-designed by employee teams.
- The organization will experience measurable improvements in throughput and a dramatic reduction in fire fighting.
- Every department improves their relationships and accountability to their internal customers.
- The organization measurably improves its relationships with customers, vendors and co-workers.
- Individuals and teams understand how to identify limiting beliefs and barriers to success, and effectively replace them with empowering beliefs and actions.
- A culture of support and empowerment replaces a culture of command and control.
- Employees experience being empowered by Leadership to co-create breakthrough solutions and new opportunities.
- Senior staff experiences being empowered by the employees to set company growth and direction.
- You experience being an empowered CEO Creating an Extraordinary Organization.
We offer an unconditional guarantee every step of the way. If for any reason we do not achieve the goals we mutually agree upon within a given phase of the engagement, we will invest the additional time needed for phase completion at no additional charge to you.
But first how about trying us out with no obligation or program cost? If:
- you are truly committed to transformation
- you are a trend setter able to look beyond the typical industry solutions
- you are not looking for band-aid fixes, customer service or smile and be nice programs
- you believe that employee transformation leads to exceptional patient experiences
- you believe that great experiences are your best marketing tool
Then….we make you this offer. We will work with the CEO of the organization for two days; one personal Purpose & Passion Discovery day, and one organizational Visioning day.
Experience the first step of the process. No charge. Just our expenses.
We are completely confident you will see the incredible value this will bring to your entire organization that you will want everyone to experience it.
Contact Anthony Cirillo, FACHE now at 877-278-8791 and/or cirillo@4wardfast.com.
