Superior Patient Care Begins with Expert Training

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EMstrategies specializes exclusively in emergency medicine, partnering with hospitals and physicians to enhance work processes and deliver outstanding physician and ED staff performance. Our focus is on exceeding patient service expectations while fostering a challenging and fulfilling workplace for medical professionals.

 Developing a service culture requires clearly defined performance standards, active leadership involvement, effective training seminars, straightforward tracking mechanisms, and an accountability system that rewards top performers and supports the improvement of low performers. 

1. Conduct a baseline service assessment through executive interviews, ED staff surveys, patient focus group meetings, and physician/staff focus groups to create a comprehensive profile of your service strengths and weaknesses.
2. Develop a leadership action plan that engages all stakeholders in identifying activities, accountabilities, and deadlines to achieve immediate improvement and sustainable results.
3. Integrate service standards into job descriptions and performance appraisal systems to ensure clear expectations for staff and effective management for Team Leaders.
4. Customize Service Excellence training seminars for physicians, Nurse Practitioners/Physician Assistants, and ED staff, delivered by experienced Emergency Medicine consultants who understand the unique challenges of hospital Emergency Departments.
5. Design a team-based incentive program to recognize top performers and motivate physicians, managers, and staff toward customer-centered performance.
6. Implement a proven momentum strategy with simple tracking mechanisms, shadow coaching for low-performing physicians, and ongoing patient-centered focus group meetings to maintain and enhance service quality.

We mentor physicians frustrated by low Press-Ganey survey scores by implementing proven techniques to meet and exceed patient expectations for caring and responsive service during exam-room encounters.

Shadow coaching engagements include:

1. Identify coaching candidates through an in-depth analysis of Press-Ganey patient satisfaction scores from the past eighteen to twenty-four months.
2. Orient selected physicians by describing the coaching process and outlining expectations.
3. Conduct a shadow day with direct observation in ED exam and procedure rooms using a pre-approved checklist, followed by confidential feedback on specific observations.
4. Provide a written report of recommendations and follow up with the physician, ED Medical Director, and/or Hospital Administration via telephone.
5. Conduct post-shadow patient surveys and/or focus group meetings with recent patients to confirm improvement.

Physicians who undergo shadowing can expect immediate improvements in their patient survey scores and enhanced coordination with their clinical team.