Manager's Toolkit #1

phone: 215.413.1969 fax: 215.413.2824 e-mail: wleebov@wendyleebov.com

		Manager’s Toolkit 1: Improving Explanations to Patients and Other Customers “Tell them what you’re going to tell them. Then, tell them. Then, tell them what you told them.”
		The quality of explanations provided to patients has a powerful impact on their satisfaction. Patients want to know what to expect and why, why they’re kept waiting, what they’re supposed to do, and much more. With this toolkit, you can work with staff to: Improve all kinds of explanations: Written, face-to-face and phone Experiment with alternative methods for explaining things well Increase the consistency of explanations among staff Streamline the explanations given at various points in the service process Institute tools for orienting and training staff to provide great explanations Improve instructions and layouts on forms and signs, making them more user-friendly

Toolkit Content
Orienting Staff to the Goal of Improving Explanations	Management Team Orientation Fact Sheet for Staff Staff Meeting orientation to great Explanations Goal
Protocols and Scripts for Great Explanations	Explaining Directions, Delays, Mistakes, Handoffs and What People Can Expect
Assessing Explanations and Picking Improvement Priorities	Map Service Process to Identify Explanation Points Ask Customers Their Priorities Decision Matrix to pick a Vital Few
Developing a Work Plan	Clear Roles and Plan
Protocols, Templates and Guidelines	Anatomy of a Great Written Explanation Brochure/Fact Sheet/Checklist/Patient Education/Phone Protocols Explaining Tasks/Projects Writing Good Memos
Staff Skill-Builders and Practice Methods	Staff Practice Methods Checking for Understanding and Using Tactful Language
Trial Runs for New Explanations	Focused Mini-Surveys Observations
Getting Explanations to Stick	Management Prompts Sticktuitiveness Chart and Explanation Tickler Recognition Coupons/Certificates

Toolkit Pricing	$50/each Design for 90-minute Management Briefing (to orient management groups to each toolkit): $65 License to copy and distribute to multiple managers: $8/manager