Allina Health: Implementing a Successful Service Standards Training and Sustainability Program
Webinar Available On-Demand
Recorded Thursday, December 6

Ensuring that staff have the tools they need to succeed is a central challenge organizations face when implementing a framework of cultural alignment. Listen to the webinar, Implementing a Successful Service Standards Training and Sustainability Program. Learn how Allina Health partnered with Press Ganey Strategic Consulting to develop and implement a structured program that brings meaningful change in workforce behavior, meets clear measures of success for staff and senior leadership, and enables sustained improvement across the hospital system.

Allina Health’s Tracy Laibson, director of patient experience, and Sara Criger, senior vice president, North Region, will discuss key considerations for creating a strategic and sustainable service standards training program, including the following:
  • Obtaining buy-in and leadership approval and support
  • Defining measures of success for HCAHPS, employee engagement and the number of employees trained
  • Focusing training on behaviors related to patient and colleague communication
  • Identifying gaps in service standards and performance expectations
  • Ensuring alignment while minimizing employee confusion during implementation
Press Ganey Strategic Consulting experts bring knowledge of leading practices and lessons learned from engagements with more than 1,400 health care organizations to create the most effective strategy and implementation to drive results. Partnering with your leaders, we develop strategies and tactics that address complicated health care workflows with approaches that engage and align staff, develop accountability and ensure robust, sustained improvement.