EMstrategies specializes exclusively in emergency medicine. We work with hospitals and physicians alike to improve the work processes and deliver physician / ED staff performance that exceed patients' service expectations while creating a challenging and fulfilling workplace.

Service Excellence Training Programs

You can build a service culture based on clearly defined performance standards, active leadership involvement, effective training seminars, simple tracking mechanisms, and an accountability system that recognizes top performers and helps low performers improve.

Our Action Plan includes:

#1	A baseline service assessment which combines executive interviews, ED staff surveys, patient focus group meetings, and physician/staff focus groups to build a profile of your service strengths and weaknesses.
#2	A leadership action plan to involve all stakeholders in identifying the activities, accountabilities and deadlines needed to produce immediate improvement and ongoing results.
#3	Service standards are added to job descriptions and integrated into the performance appraisal system so that people know what's expected of them, and Team Leaders know what to manage for.
#4	Service Excellence training seminars are customized for your physicians, Nurse Practitioners / Physician Assistants and ED staff - delivered by experienced Emergency Medicine consultants who understand the challenges confronting hospital Emergency Departments.
#5	A team-based incentive program is designed to recognize top performers and motivate physicians, managers and staff toward customer-centered performance.
#6	A proven momentum strategy includes simple tracking mechanisms, shadow coaching for low-performing physicians, and ongoing patient-centered focus group meetings.

Shadow Coaching for Low-Scoring Physicians

We mentor physicians who are frustrated by low Press-Ganey survey scores through implementation of proven techniques for meeting and exceeding patient expectations for caring, responsive service during the exam-room encounter.

Shadow coaching engagements include:

#1	Identify candidates for coaching through an in-depth review and analysis of prior Press-Ganey patient satisfaction scores for the last eighteen to twenty-four months
#2	Orientation of selected physicians to describe the coaching process and what they can expect from the experience
#3	Shadow day features direct observation in ED exam and procedure rooms using a pre-approved checklist, and confidential feedback regarding specific observations
#4	Written report of recommendations, and telephone follow-up with the physician, ED Medical Director, and/or Hospital Administration
#5	Post-shadow patient surveys and/or focus group meetings with recent patient visits to confirm improvement

Shadowed physicians can expect immediate improvement in their patient surveys scores, and better coordination with their clinical team.