Resources

The Office of Patient Experience has dedicated resources and training programs to enhance the patient experience, while improving clinical outcomes.  Contact us to schedule a training or a consultation. 

Training

We offer multiple training programs. We conduct patient experience training for both new hires in orientation and for clinics annually. We will assist clinics and departments with programs and team building activities that can be conducted during staff meetings, or we will assist with half- or full-day retreats that can focus on any of the topics below or additional patient experience topics.

For customized training including the topics below and beyond, contact the Patient Experience Office.

RELATE™

RELATE™ is an evidence-based model for consistent, two-way patient, family, and coworker communication. RELATE™ is an acronym for: Reassure, Explain, Listen, Answer, Take Action, and Express Appreciation. RELATE™ is a simple tool ensuring consistent, high-impact communication with every patient in every encounter, from pre-registration to discharge

CG-CAHPS 

CG-CAHPS is the way the PDC and others measure our patients’ experiences and should be seen as an improvement tool, not as the outcome we seek. Our effort is to improve the patient experience and CG-CAHPS is just one way that we measure it.

Communication Skills

We offer training in communication skills, including non-verbal communication, telephone skills, conflict resolution, and communication styles (Myers-Brigg Type Indicator). This training can be customized and delivered in a variety of ways to meet clinic needs, whether during staff meetings, in retreats, or online.

Resilience

Statistics show that 34% of physicians meet the criteria for burnout (Shanafelt, et al., 2009). The PDC recognizes the important role of resilience training to support our providers. Resilience is a function of your ability to cope and the availability of resources related to health/well-being.

Consulting and Coaching

Our services include consulting and coaching. We provide consulting and coaching sessions for physicians, providers, and teams. These sessions can improve the patient experience and CG-CAHPS scores. Contact our team for additional information.

Resources

Our resources include PDC Patient Relations, best practices, and performance improvement.

Patient Relations 

We manage the PDC Patient Relations main line at 919-684-6298.

The first mandate of PDC Patient Relations is to advocate for patients and their loved ones and to work with our colleagues to resolve complaints and grievances. These concerns come to us by phone, letter, and website. Our department strives to achieve good outcomes for our patients, our providers, and staff through good communication and tactful diplomacy.

Best Practices in Patient Experience 

Best practices are used in healthcare to deliver quality care that promotes optimal outcomes. The Office of Patient Experience has been identifying best practices by therapeutic area and support per CG-CAHPS question to improve the patient experience.

Performance Improvement for the Patient Experience

HCAs are especially instrumental in improving clinic performance