Unit Coordinators Complete Service Excellence Training

More than 400 unit coordinators throughout the hospital have completed a one-day customer service-training course. Now they are equipped with strategies to provide positive experiences for patients, as unit coordinators play a central role in the daily operation of patient care units. In addition to learning how the service excellence standards can be applied to their work, the unit coordinators discovered how they can work as a team to enhance relationships with patients and their families, as well as with colleagues.

The training focused particular attention on how the unit coordinators can improve the discharge planning process. “One way to improve patient flow is to be proactive, for instance, by entering pending information into the computer so other departments can plan better,” said Mimi O’Connor, project manager, Patient Care Services. “By keeping patients moving, we reduce their waiting time and contribute to a high-quality stay.” Another valuable lesson involves the five Es—empathize, educate, enlist conversation, engage and end with a result-oriented goal—and its importance when working with patients.

Leo Buckley, director of Business Services for Patient Care Services, sponsored the training as part of the hospital-wide Service Excellence initiative. The sessions were conducted by members of the Organizational Development Training and Diversity Management, Patient Family Relations, and Nursing departments. The unit coordinators are one of many groups that are receiving this specialized training.

For the most part, leaders and participants alike think the training is a success. “This is a great workshop that everyone should take,” read one evaluation form. “There is more information being entered into the system,” said O’Connor. “We are definitely seeing improvements already.”