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装备团队成员提供世界一流的护理
Amid a movement in the healthcare industry toward patient-centered care, Hamad Medical Corporation decided to invest in its team member’s abilities to connect with patients and provide top notch customer service.
Overview
情况：A renowned non-profit medical corporation wanted to increase organizational functioning and improve climate by creating “a culture of patient-centered care and teamwork.”
解决方案：HMC与六秒钟合作设计和实施“服务核心”，这现金网赌钱网站是所有部门员工的情商培训计划。
结果：员工和领导者了解并利用了新的方法来理解他们与患者的互动，与患者和彼此交流的新词汇以及将客户互动重新指导到目标的许多实用工具。
“这个新时代是由以患者为中心的护理和团队合作的文化象征的。”
- HMC董事总经理Hanan Mohamed Al-Kuwari博士
“Based on the delegates feedback, the Hamad team feel The HEART of Service training workshops are something ALL departments in Hamad General Hospital should go through.”
- 酒店培训总监Justine Ormandy
Situation
Hamad Medical Corporation（HMC）是位于卡塔尔多哈的非营利医疗公司。它在全国各地经营各种医院和诊所，雇用了约17,000名医务人员和3,000名招待员工。HMC致力于持续改进，并成为海湾地区的国际公认的世界一流医疗中心。在这个新时代，HMC越来越关注团队合作和以患者为中心的护理，意识到它需要投资其员工提供卓越客户服务的能力。Justine Ormandy, Director of Hospitality Training, took responsibility to implement a process to achieve these goals.
解决方案
The leadership team at HMC collaborated with Six Seconds to design a program, “At the HEART of Service,” to meet the department’s goals. Everyone in the department – Consultants, Specialists, Doctors, Nurses, Dietitians, Accountants and Administrators – attended the one-day workshops. “At the HEART of Service” provided break-though skills for multiplying customer-centered service. Through a process of experiential learning, participants increased self-awareness and developed key emotional intelligence skills in order to positively impact each interaction and achieve the HMC’s vision of delivering the highest quality care with the utmost compassion.
结果
通过这些计划，员工和领导人开始利用新的方式了解他们与患者的互动，新的词汇与患者和彼此之间，以及众多重新指导的实用工具客户互动实现目标。“我已经可以看到这个框架改善了员工与患者互动的方式，” Zirie博士说。
质量互动
参与者利用了与患者互动的新闻方式。
正面反馈
73％的参与者将该计划评为10分中的9或10。
％
BETTER COMMUNICATION
Participants used new vocabulary用于与患者的沟通
交付的产品和服务
自定义开发
To address the organization’s specific needs using Six Seconds’ methodology, a custom program was developed, tested, and implemented.
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