Beacon Health System knew there was a better way...
In 2014, Indiana’s Beacon Health System was searching for a new kind of patient satisfaction training, one designed for modern learners coping with a rapidly evolving healthcare environment.
Together with Mindset Digital, a new kind of patient experience training was created, one that pairs traditional concepts like clear communication and demonstrating compassion with personal wellness and mindfulness.
The result? Be a Beacon, the patient experience training program that starts with you. Currently rolling out to more than 7,000 associates, Be a Beacon is the cognitive foundation of PatSatPlus.
Why is it unique?
Beacon Health recognized that if their associates were mindful of their own well-being and presence, they’d be able to provide better, more attentive care for their customers. Associates are encouraged to consider their own wellness, learn mindfulness techniques, and explore the science of stress, learning how it can impact not only their job performance, but their own health and well-being.
From there, the training dives into the concepts that directly impact a patient’s sense of his or her experience, everything from body language and attentiveness to demonstrating empathy and communicating clearly and with compassion.
Online Learning Complemented with In-person "Ports of Call"
Patient Satisfaction has true cruise-like atmosphere of fun and learning at Beacon Health…Passports are issued to passengers and their online learning courses are complemented with facilitated Ports of Call where online learning meets real-world practice in a fun, safe environment.
Managers and team leaders conduct quick touchpoint sessions with their learners throughout the Be a Beacon program. Fully-planned facilitator guides help them choose from a menu of exercises and discussions, allowing them to touch base on the topics that concern them most. Not only that, but each guide includes exercises of varying length so that even the tightest of schedules can be accomodated
Hear the story right from the source...
Lori Turner, Beacon Health System's Chief Marketing and Experience Officer, recently joined Bill Balderaz of Healthcast to talk about the decision to develop an entirely new approach to patient satisfaction.