Programs

Empowering healthcare employees to communicate their caring

Caring and communicating caring are two different things. No doubt, people in healthcare are caring people who intend to be caring in their work. Yet, these days, job demands, and pressures cause people to be so task-oriented, that they don’t make their caring felt. When employees don’t express their caring, when they don’t make their caring visible, it’s as good as absent from the experience of patients and families.

The Language of Caring for Staff®  is a dynamic, evidence-based strategy designed to help your healthcare teams show how much they care; improve your patient outcomes, CAHPS scores, and financial health; ensure patient safety; and support your organization’s mission.

  • The program creates alignment by developing a common language for caring communication; it clearly defines and standardizes best-practice communication skills without scripting.
  • It mobilizes all employees as engaged contributors who together create a culture and community of caring that advances your inspiring mission … all without adding time to their already crammed days and nights.
  • The Language of Caring® makes your other initiatives more effective. It builds the communication skills key to quality implementation of best-practice tactics, such as hourly rounding, greeting protocols, discharge phone calls, whiteboard conversations, and more.

With the Language of Caring for Staff, your organization will:

  • Earn patient, family and coworker trust, respect and confidence
  • Personalize care and service for every patient and family, helping them feel listened to, cared for, and understood
  • Encourage empathic communication, engagement and partnership, which are keys to patient and family-centered care
  • Strengthen staff members’ connection and relationships with patients, families and coworkers, resulting in heightened engagement, satisfaction and professional gratification
  • Achieve the improved patient outcomes known to result from empathic, healing communication
  • Score high on CAHPS and reap the significant financial benefits
  • Provide employees with a skill set that enables them to express their inherent caring and make their caring felt

The Language of Caring skills are invaluable, versatile, life skills that enhance communication and strengthen relationships beyond the workplace. These skills are not only valuable with patients, families and coworkers, but also with family and friends.

The Language of Caring Skill Modules

  1. Introducing the Language of Caring
  2. Heart-Head-Heart
  3. The Practice of Presence
  4. Acknowledging Feelings
  5. Showing Caring Nonverbally
  6. Explaining Positive Intent
  7. The Blameless Apology
  8. The Gift of Appreciation
  9. Say It Again with HEART
  10. The Language of Caring: From Good to GREAT

State-of-the-Art Learning Approach: The Language of Caring for Staff employs a blended learning approach that joins the best aspects of face-to-face with web-based instruction and resources, including interactive and engaging web-based skill modules, team learning, and hardwiring. Each skill module also includes a compelling instructional video filmed on location at Banner Health in Phoenix, with Banner Health physicians and staff as the cast.

“Language of Caring is a game-changer. The program successfully teaches the essential communication skills that drive exceptional patient care experiences. Embracing Language of Caring has helped PeaceHealth ensure that our organizational vision — “Every person receives safe, compassionate care; every time, every touch”— is an intention and a reality.”

Mary Lockhart, Ph.D.
System Program Manager for Patient Experience
PeaceHealth

“The Language of Caring answered the question that I had, ‘How can you systematically with good structure actually lead an organization to be able to bring their whole selves into affecting the quality of care–so they’re doing it not just with their mind, but with their body and with their spirit?’…We have fabulous results. We just got through our joint commission mock survey. In his summation, he said, “You guys were down here and you’re all the way up here. So whatever you’re doing to change your culture, keep that up. I give credit to the Language of Caring for that.”

Lesia Douglas
Chief Nursing Executive, Vice President of Nursing
Bon Secours Baltimore Hospital

For more detailed information about the philosophy and methodology of Language of Caring, click here.

Contact us to explore how Language of Caring can make a powerful positive difference in your organization!

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