From the Press Ganey National Client Conference
Format: Audio - MP3 Download

Presenter: Jennifer Packard, Mustaqeem Siddiqui

In 2016, Mayo Clinic began offering culture-shifting training to help both clinicians (physicians, nurses, advanced practice providers) and clinical operations staff (desk attendants, appointment schedulers) improve their communication skills. The training, which is delivered by former clinicians, educators, and certified coaches, focuses on increasing insight into the patient perspective and making patients feel heard, understood, and valued in all interactions. The training has been so successful that, despite it being voluntary, there is an application process and a waiting list to participate. This session?s presenters will discuss how the program is organized, how content is tailored to each audience, and how it is promoted.