Delivering an Exceptional Patient Experience
Communication and Making Connections
Culture of Service Excellence
Service Recovery and Tough Situations
100

Centers for Medicare and Medicaid Services (CMS)

What is Value Base Care (VBC)

100

See/Present/Explain/Answer/ Kindness

What is The Speak Model

100

“Tell me about …. “What do you think”…”How do you feel”….

What is Ask Open- ended Questions 

100

Hear/Empathize/Apologize/Resolve/ Document 

What is the H.E.A.R.D Model

200

Using a scale from 0-10, how likely to recommend VMD Physician/APP to others

What is Net Promoter Score (NPS)

200

7% contact based/38% vocal/55% non-verbal

What is Type of Communication

200

Utilize our communication 10/5 rule/ Speak/ Heard models with each other

What is Knowing Our Team

200

When in doubt, report the incident or situation/Fill out an incident report/ Know your chain of command 

What is Best Practice for Reporting 

300

Access to Care/Coordination of Care/Build Relationships /Improve Outcomes

What is The New Way to Well

300

Do: Always answer with a smile/help address their needs/ Don’t: Turn down ringer/Assume someone else will answer 

What is Telephone Expectations 

300

Be self- aware/Question your assumptions/Disrupt your default/ Open up your inner circle 

What is Addressing Unconscious Bias

300

Long wait times/Delay in communication (refills or patient cases)/Drug-seeking patients

What is Difficult Interactions

400

Get Stuff done/ Build Trust/Innovate

What is Our Values

400

Look at speaker/Stay Focused/Let Speaker finish/Notice speakers body language 

What is Active Listening

400

Staying Active Antonio/Coach me Carla/Overrun Rita/Caregiver Christine 

What is Patient Introduction

400

Move to a private area/Practice active listening/Respect personal space/Repeat back concerns 

What is De-Escalation Strategies

500

The sum of all interactions, culture, patient perceptions across continuum of care.

What is Patient Experience

500

Thank you for your patients/ It was a pleasure seeing you today/Thank you for choosing Village Medical.

What is Show Kindness

500

Social Determinants of Health 

What is Knowing Our Patients

500

Hear/Empathize/Apologize/Resolve/ Document

What is The Heard Model

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