On December 15th, Chattanooga State Community College, in collaboration with Development Dimensions International (DDI), will host a “Maximizing Patient Experience”, a customer service workshop from 7:30 a.m. – 10:00 a.m. The workshop will focus on linking current business issues and trends to the skills Health Care Leaders and providers need in their pursuit to improve patient experience and loyalty.

Attendees will be introduced to DDI’s training philosophy and commitment to exceptional quality and meaningful content by their participation in this two-hour healthcare industry interactive workshop.

On February 15th, Chattanooga State will launch a comprehensive customer service training course, entitled Service Plus® Healthcare. Service Plus® Healthcare, created by DDI, concentrates on the challenges leaders face and how they can implement proactive measures to provide service that results in exceptional patient experience and loyalty.

This innovative course helps institute a culture where service providers know how to give truly exceptional service and their leaders are committed to placing customer needs and patient experience at the center of their decisions involving systems, processes, and behaviors. This program has been implemented with great success by other healthcare providers. For example the 5,000-person health care system, located in Northern Alabama that improved its customer service ranking from the 50th to 98th percentile, making it one of the “best of class” of its size and scope according to Press Ganey Associates nationwide data pool. Six other large medical centers improved their customer satisfaction ratings by more than 60 percent in 10 out of 14 service provider skill categories. An Ohio-based medical center surveyed 10,000 patients over a two year period after implementing Service Plus® and averaged a 4.33, a strong indicator of success. A large Midwestern academic health center raised its patient satisfaction ratings up to 4.5 on a 5.0-point scale while maintaining its status as a leading national employer of choice.

This customer service program is just one of the many programs that Chattanooga State Center for Corporate Training, Workforce Development, and Continuing Education offers to businesses in our community. We have been providing corporate training programs for more than 30 years, serving more than 100 companies a year, both large and small standard and custom designed programs such as Lean, Six Sigma, Leadership, Multi-craft maintenance, Welding, Quality and ISO classes, regulatory classes like OSHA and HAZWOPER, as well as a wide variety of personal interest classes.

The “Maximizing Patient Experience” workshop is priced at $25 per participant. For more information about the program or to register please contact the Chattanooga State’s Center for Corporate Training, Workforce Development, and Continuing Education at 423-697-3100 or Ginger Duggan at 423-697-3230 or by email to ginger.duggan@chattanoogastate.edu.

For information about Chattanooga State Community College and its educational programs, please call 423-697-4404 or toll free at 1-866-547-3733 or web site at www.chattanoogastate.edu/. Chattanooga State Community College is a comprehensive, SACS accredited community college and a Tennessee Board of Regents Institution. Founded in 1965, Chattanooga State offers a wide array of programs and services in the Southeast Tennessee and tri state region.

Development Dimensions International (DDI) specializes in talent management consulting and tools. Areas of expertise include leadership & workforce development and selection & assessment. Learn more at www.ddiworld.com.