Team members from a wide array of locations, services and departments convened at UM Shore Medical Pavilion at Easton on November 2 and 3 for “Communicate with H.E.A.R.T. (R)” training led by representatives of the Cleveland Clinic’s Communicate with H.E.A.R.T. (R) program, which UM Shore Regional Health recently adopted as a system-wide strategy to improve patient and team member satisfaction.
According the Christine Clarke, service excellence trainer/coach for UM SRH, the two-day training went extremely well and participants came away inspired and excited for the opportunity to share their new knowledge and skills with team members throughout the five-county region.
“The group was great,” says Clarke. “We were from all areas across the organization so many of us made new connections with team members we had never met. Everyone worked hard, stayed engaged and had fun. We learned a lot about each other and connected together around our common purpose – building a culture of empathy by engaging patients and empowering our fellow team members. The Cleveland Clinic trainers were professional, knowledgeable and supported us throughout the two days. All in all, it was an experience that we are excited to share with our colleagues across our system.”
Communicate with H.E.A.R.T (R) trainers are:
- Amy Baker, Mary Collins, Mickey Roderick, Mary Shepherd, Taffie Wilson and Katie Winstead — Nursing
- Lori Baker — Radiology
- Victoria Bolowsky and Jessica Denny –Comprehensive Rehabilitation Services
- Chanere Christian — Registration Services
- Christine Clarke, Liz Flair, Jo Anne Thomson and Emily Uyttewaal — Patient Experience
- Lora Collier — Case Management
- Sgt. Donald Cooper and Sgt. Thomas Grey — Security
- Katie Dadds — Community Medical Group
- Robert Frank — Operations
- Kate Gallagher — Communications and Marketing
- Melissa Kelly — Community Medical Group and Diagnostic and Imaging Center
- Linda Pittman — Compliance and Contracting
- Margaret Pulleyn — Lab
- Jeanie Scott — Cancer Center
- Sheldon Turner — Registration Services
A few test trainings will be offered in December but the majority are being scheduled in multiple locations at varied times of the day and evening between January and April. Communicate with H.E.A.R.T. (R) is required for all team members and registration will be through Healthstream.