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I am better because of your seminar.

Participant, Surgical assistant

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

Participant, American EuroCopter

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

Analyst, Progress Energy

People are acting on what they heard and learned.

Manager, AmeriGas

The response and improvement in our people has been outstanding.

Manager, Saint-Gobain Plastics

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buttonPatient Satisfaction Skills


Patient Satisfaction Skills™ is a world-class customer service learning program for all healthcare service providers (call center, front desk, EVS, transport, support, financial, internal) to increase HCAHPS and other patient satisfaction scores.


PSS increases CAHPS and Press-Ganey scores by targeting the behaviors the surveys assess and the skills most correlated with satisfaction – resolve complaints, show empathy, ask preferences, and respond proactively. And by introducing Patient Experience Ownership™ and GEMs™ to create seamless, positive patient experiences.


PSS is the most complete and robust healthcare service solution that includes service standards, checklists, and tools for employees, managers, physicians, follow-up and measurement.


PSS enables healthcare service providers to:
  • Respect & respond consistently
  • Ask & listen thoroughly
  • Explain & request softlypatient satisfaction skills
  • Empathize naturally
  • Apologize readily
  • Resolve complaints fully
  • Say No responsively
  • Conclude completely
  • Hand-off and transfer seamlessly
  • Go the Extra Mile


Participants take-away their own Personal Service Scripts they write and practice. Plus they take back The 100™ Checklist - Healthcare Job Standards – the ultimate healthcare checklist that their managers coach to.


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.


Find out why those who set healthcare standards use Patient Satisfaction Skills


PSS (for service-providers) is the companion program to The Patient’s VOICE® (for care-givers).


FREE sample materials and pilot of Patient Satisfaction Skills: CLICK HERE.