Empower Management

Research shows that employees are less motivated by what an organization says.

Employees focus more on what their direct manager and/or supervisor is managing for. As a result, true success is achieved when organizations can empower their management team to manage for change.

Organizational Improvement

One way to immediately impact success is by elevating the changes to the level of protocols introduced in the improvement phase.

Our many years working with healthcare organizations has proven that this is best achieved when improvement efforts include all members of the team, from senior leadership, clinicians and staff across the entire group.

Continuous Tools

SLG has considerable resources.

We can provide your management team the tools they need to implement a continuous improvement program that will stand the test of time. These include such things as manager workshops and a manager’s toolkit that includes a multitude of activities for your managers.

Manager Resources

Research shows your organization will achieve true success when you empower your management team to manage for change.


A Better Care Experience with A.I.M.

Over the past two decades, there has been significant changes in how success in patient satisfaction is defined.

This program gives a clear understanding of this changing face of healthcare and delivers a clear and simple process to thrive in today’s challenging healthcare environment.  To rein in the unsustainable growth in healthcare costs year-over-year, CMS developed the doctrine of the “Triple Aim”.  (Lower costs while improving quality and the patient experience).  This has resulted in such industry changing programs like Patient Centered Medical Homes (PCMH), Alternative Care Organizations (ACOs) and the Merit-based Incentive Payment System (MIPS).

At the turn of the century, patient satisfaction was just that, “How satisfied are our patients with their care experience?” Today’s ambulatory healthcare organizations will be measuring patient engagement using either ACO CAHPS or CAHPS for MIPS which has completely redefined how success is measured.

Program Goals:


Evaluating the Patient Experience

  • Introduction to CAHPS for ACO and MIPS
  • Learn why assessing the care experience is vital
  • Learn how success in patient engagement is redefined under MACRA


Gain effective techniques to improve patient engagement

  • Learn the key drivers for patient engagement
  • Introduction to service protocols (C.L.E.A.R.)
  • Learn tips and techniques to address key drivers of patient engagement


Action Plans for long-term success

  • LEARN how the C.L.E.A.R. service protocols help manage staff toward higher patient satisfaction and engagement
  • Action Planning tool
  • Walk-about Management tool
  • Rounding Tool
  • Telephone Staff Managing tool


Managing for Extraordinary Service

As motivators, communicators and supervisors, managers are the key to maintaining the momentum of a service quality effort.

Good employees often become department managers with little training regarding their ability to set standards, relate them effectively to subordinates, and ensure that the standards are met or exceeded.

This workshop includes an instrumented self-assessment, video-assisted instruction, group exercises, customized role plays, and training in the use of service protocols to motivate and manage staff members.

Participants in this workshop will gain:

  • Proven skills for team building and generating more cooperation in your department.
  • Service protocols (C.L.E.A.R.) to communicate to staff and for use in holding employees accountable.
  • Techniques for diagnosing employee performance and selecting high-probability managing styles.
  • Recommendations for selecting job applicants who have “service” instincts.
  • Strategies for correcting unsatisfactory performance in newcomers and long-term employees alike without impairing self-esteem.
  • Skills for preparing and conducting performance evaluations using service protocols to hold people accountable for their service performance.
  • Strategies for maintaining the momentum of a service initiative in each department.

Manager Toolkit

Offering a manager “toolkit” will be an effective addition to your continuous improvement strategy.

The following are a good starting point for “toolkit” contents:

  • Our Five Star Service is C.L.E.A.R. video (including an Information Guide for managers to use as they introduce and debrief the program)
  • Information Guide on how to hold a “Daily Huddle”
  • Our Rounding Tool
  • Reception Area Walk-About Checklist
  • A Mystery Call Checklist
  • Our C.L.E.A.R. and H.E.A.R.T. posters (masters created by SLG)
  • Our C.L.E.A.R. and H.E.A.R.T. assessment sheets for managers

We’ll partner with you to create a custom workshop for your management team.

Contact Us Today