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By far the best Customer Service training I’ve attended.

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One of the most important things we are doing to prepare for deregulation.

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The Patient’s VOICE


The Patient’s VOICE® is the first true healthcare collaboration-skills training program based on the patient's voice. Care-givers learn to collaborate with patients and their co-workers to increase patient satisfaction, engage patients in their healthcare, and improve coordination and teamwork.


In addition to core service skills (respond, explain, ask, empathize, resolve, say no, apologize), VOICE skills includes:

  • Set mutual agendas
  • Share decisionsThe Patient's VOICE
  • Ask opinions & preferences
  • Explore needs in-depth
  • Explain opinions & recommendations
  • Discuss health goals & behaviors
  • Speak Out to disruptive behaviors


Using proprietary techniques, The Patient’s VOICE unlocks the complete patient’s voice for all care-givers to ask and listen to each patient's unique:

  • Values & beliefs
  • Opinions & preferences
  • Information known & needed
  • Concerns & needs
  • Emotions

And The Patient's VOICE empowers care-givers to use their complete Authentic VOICE to uncover all concerns and needed information, enable informed choice, share decisions and commitments, and encourage patients to take charge of their healthcare and health behaviors. Participants take-away their own Personal Collaboration Plans they write and practice.


The Patient's VOICE also includes The 100™ Healthcare Job Standards – the ultimate healthcare checklist that covers all behaviors in the H-CAHPS, C-CAHPS, HH-CAHPS, Press-Ganey items, Studer models, and more -- all as part of performance management.


The modular one-day workshop includes an eye-catching Physician’s Portfolio and Manager Support Kit both with hundreds of invaluable healthcare best practices, quality and productivity checklists, and patient satisfaction research.


Reducing Healthcare Costs, Errors, & Complaints™

The Patient's VOICE is supported by the healthcare version of Managing Accountable Performance (The MAP). The MAP enables healthcare managers to adapt to healthcare reform by implementing checklists of behavior standards that focus on improving service, quality, and cost-control. The MAP for Healthcare is both a performance management program and a coaching skills program.reducinghealthcarecosts_blk-01

Brochure for Reducing Healthcare Costs, Errors, & Complaints


See why The Patient's VOICE is the new standard in healthcare collaboration skills training.


Click Here for samples and brochure of The Patient’s VOICE