Train-the-Trainer Model and Curriculum

Our Training Model and Certification Process

The best way to create an environment of “every patient, every time” is through consistent training, use and accountability.  This cannot be accomplished with a video or seminar.  Our entire curriculum is delivered through a multi-day “train the trainer” process.  We develop in-house facilitators who become proficient in the model.  They then train your staff and physicians, and provide ongoing support.  Facilitators are certified since they will drive organizational self-sufficiency and sustainable outcomes.

Specific deliverables for each training curriculum include:

  • Expert onsite orientation and training including:
    • Training/coaching days with leaders
    • Phone conference follow up coaching for 3 to 6 months
  • Certification of 6-8 in-house facilitators for each curriculum
  • Facilitation Guides for each curriculum
  • Participant workbooks for each curriculum


Purposeful Rounding

We will train and coach your organization to hardwire leadership competency in the essential skill of purposeful rounding – for senior leaders, leaders, employees, and patients.  We will consistently review and validate leaders rounding skills and consistent application of rounding techniques. Our coaches will then provide individualized support to leaders to ensure optimal and consistent rounding practice.


Patient Centered Communication – Words that Work and RELATE 

We will introduce and teach our patient centered communication model which provides a consistent approach for optimal, effective dialogue with patients and families, and delivers increased service and quality performance.  We begin with Words that Work, the next generation of scripting which provides employees with effective messages and two-way communication with patients and their loved ones.

 We will include our proprietary tool RELATE, to ensure consistent, patient centered dialogue. RELATE  Reassure, Explain, Listen, Answer, Take action and Express appreciation –assures consistent, meaningful, two-way dialogue with patients and their families at every touch point during their hospital experience. 


Vital Conversations

We will work with you to implement our performance management approach and tools that coaches leaders in the art and science of retaining, developing and disciplining their employees.  Vital Conversations supports and assists a leader in assessing and coaching employees on their performance to achieve the expected outcomes or goals.