Determine personnel needs of floor. Determine HCAHPS starting point. Select unit for pilot. Set a goal for next quarter's score comparison.
Prepare recruiting campaign to find Patient Experience Specialists. Prepare job descriptions. Define team uniform. Provide budget and implementation timeline.
Conduct training for selected PES. Explain job tools and requirements. Review all support materials. Educate on HIPPA and customer service basics. Test PES and certify.
Shadow PES on floor for a day. Help with additional training needs. Provide branded collaterals and PES tools. Meet with Head of Department to evaluate success and needs to improve.
Evaluate change in HCAHPS score from previous quarter. Discuss further training needs. Evaluate training success or failure. Implement plan to add additional floors and more training.