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Language of Caring for Staff: Results

Watch what clients are saying about Language of Caring for Staff® and see results.

Banner Health
Check out what 2 CEOs, the VP Service Excellence, 3 Nurse Managers, 2 Physicians, a Clinical Education Specialist, and an Inventory Associate have to say about the Language of Caring®.

Children’s Hospital of Philadelphia
Amy Lambert; Sr. VP, CHOP Care Network
Rachel Biblow; Senior Director, Patient & Family Services
Kathy Conaboy; Patient and Family Experience Manager

MedStar Washington Hospital Center

Large Academic Medical Center Northeast

Language of Caring monitors clients’ CAHPS scores as the primary indicator of improvement in the patient experience as a result of Language of Caring programs. Specifically, we examine Top Box scores for three composites:

Organizations that have implemented the Language of Caring have demonstrated significant improvement in Top Box results. Read the results below.

Inpatient Units show significant improvement over a four-quarter period:

A large Academic Medical Center’s Emergency Department demonstrated these improvements in Top Box scores over four quarters:

“The Language of Caring does not tell you what to say – it helps support how you say it. The Language of Caring brings your words to life.”

Beth Vanderscheuren
Manager, Office of Patient & Family Experience
Suburban Hospital – Johns Hopkins Medicine

“Our nursing units have been working hard on patient satisfaction for a long time and felt that they had hit a wall. Nothing made a difference. Then, with the Language of Caring, we’ve seen double-digit improvements—in the E.D., in Telemetry, in Med-Surg, in outpatient Surgery and other areas that have been my particular concern. We are all thrilled!”

Audrey Jadczak
V.P. and Chief Nursing Officer
St. Mary Medical Center; Langhorne, PA

The Language of Caring methodology has proven to be a wonderful package of easy-to-use training sessions that give all levels of staff skills for empathetic communication.  The real magic in the modules is the ease of use and all of the reinforcement tools included.  The package for each module includes the training session which is completely spelled out for the facilitator (including interactive exercises and a short video), the 5-minute Habit-Builders for reinforcement, and recognition cards that staff and leaders use to congratulate good use of the skills. Language of Caring also provides a coach that works with our coordinator, as well as a terrific roll-out package.  They collaborate with you throughout the entire preparation and roll out.  It is very structured and very effective.

Rhonda Dishongh
Leader of Patient Experience, Patient Relations and Patient Access
Memorial Hermann Northeast Hospital; Humble, TX

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