The Daily Dose
CDPHP no-cost trainings for your practice: Enhance patient satisfaction and team performance
CDPHP is committed to keeping our members at the center of care and our valued providers at the center of the health care system. That’s why we empower provider offices with no-cost customer service and leadership trainings, so that they have the support needed to deliver exceptional customer service and elevate patient satisfaction.
“It was an amazing opportunity for our practice,” says New York Oncology Hematology (NYOH) Manager of Nursing Services Jessica Mattice. “Our patient experience scores related to customer service have improved steadily in the last year and patients frequently compliment how pleasant our staff are. I truly feel this training was impactful.”
Recognizing the value of the training to their staffs, NYOH and Community Care Physicians have both added it to their onboarding orientation for new employees.
“This free training has been transformative for both our team and our patients,” says Dr. Gloria Guptill at Community Care Internal Medicine – Delmar. “By equipping our staff with the skills to communicate effectively and lead with empathy, we’ve created a more supportive, cohesive environment.”
Communication is key to care
Facilitated by instructors with years of experience in health care and training, the core of the CDPHP program is a two-hour customer service training for practice staff that presents proven strategies to more effectively communicate with patients, including:
- The importance of tone and accountability
- Expressing empathy vs. sympathy
- Supporting diverse levels of health literacy
“It’s had a positive impact on our customer service skills,” explains Bridget Slingerland, practice manager at Community Care’s Latham Medical Group. “One area of advice given was to really listen [to patients] before trying to assume we know what they need, being empathetic, and treating patients like you would want a family member treated. I think we are better listeners now.”
Staff value the training
Patient Experience Manager Jennifer Shepard at Community Care Physicians relays that the training has been extremely well-received by staff and practitioners alike. “It’s a fantastic program for both clerical and clinical staff, no matter how many years have been spent in health care,” she says. “This level of training is invaluable to our staff who are trained on the systems we use for their role, but who don’t receive as much training on how to improve the patient experience, especially when trying to overcome a difficult situation.”
(L to R) Alisha Kuder, LPN; Dr. Guptill; Matt Legg, LPN;
Imari Baird, LPN; Melissa Wolcott, LPN.
Participants find the training enjoyable as well as educational, as many comments in the post-training survey indicate:
- “I loved it, interactive fun!”
- “The presenters were great – very nice.”
- “The team activity made me understand the training more.”
- “Kept my interest – very helpful training!”
“This training has not only boosted our team’s morale,” says Dr. Guptill, “but also significantly enhanced the patient experience, fostering connections and better overall care.”
Leadership sessions
In addition to the two-hour customer service training for practice staff, CDPHP also offers a series of shorter “Lunchtime Leadership Sessions” for practice managers. These 30 to 45-minute programs, also offered at no-cost, present strategies to help managers hire and inspire outstanding staff members.
“They are very helpful,” NYOH’s Mattice says of the sessions, “with small tips and tricks to grow as a leader.”
Topics for the leadership sessions include behavioral interviewing, peer coaching, change management, and providing effective feedback (for practices without a formal quality program).
Compassion and connection
“It’s easy to overlook compassion and connection in a fast-paced office environment,” concludes Community Care’s Shepard. “We all need this training as a reminder to keep the patient at the heart of everything we do.”
CDPHP cares deeply about patient satisfaction and helping providers meet the day-to-day challenges of a busy practice. We encourage you to take advantage of our free customer service and leadership trainings which are offered throughout the year at convenient times for staff and management.
Visit the CDPHP Provider Training webpage to register and for more information.
To receive regular notifications of upcoming trainings, be sure to sign up for our provider digital newsletter, Network in the Know.
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