Dear Friends and Colleagues,

We have many meaningful discussions with hospital leaders around the country about ways to solve operation problems, many times with language only a consultant might love...

Clinical transformation – change management – enterprise-wide operations excellence – an intellectual framework and knowledge base for innovation, etc.

But we like to speak in simple terms. The bottom line is – we fix hospital operations.

We know what works to improve patient care processes. We focus on ED and inpatient length of stay, inpatient intake and discharge processes, and critical care bed utilization. We help improve OR start times and room turnover to best-in-class levels. We know how to increase physician loyalty with increased revenue, and satisfied patients, physicians and staff. We know how to integrate the services provided by the ED, OR, ancillary department, and inpatient staffs. We help to literally draw volume to your hospital, increasing your market share and revenue.

With our proven methods and IT systems, our client hospitals achieve exceptional performance improvement by delivering timelier, more efficient and consistent healthcare services.

Please call us to talk – in simple terms – about how we can help you become a top-performing hospital.

Best regards,

• Hear testimonials from some
  of our satisfied clients

• EMPATH Academy at Sacred Heart Medical Center

Customer Satisfaction is actually a fascinating summation of many discrete contacts between the patient and their family with hospital staff and physicians. If each contact meets or exceeds expectations, the patient will perceive a remarkable experience, will likely develop strong hospital loyalty, and will describe that experience to up to twenty people.

EMPATH's Core Values for Caring™ program provides an easy and predictable method to achieve this patient experience, and the satisfaction goals of the organization.

Q: How do you do this?

A: By introducing key integrated behaviors that are consistently utilized by all staff. These scripts create patient expectations that can be consistently met, and ensure that you can seamlessly initiate service recovery when necessary.

Q: So is it patient and staff satisfaction we're talking about?

A. Yes. They are both "customers" and script utilization definitely improves the work environment of hospital staff. By consistently informing patients of what they can next expect, by under-promising and over-delivering, and by acknowledging the patient's needs prospectively, you can ensure that patients' needs are met. Satisfied patients result in staff feeling they are successful based on their ability to meet patients' needs.

Our Core Values for Caring program is an intense twenty weeks that will fundamentally change the way that your hospital staffs work with patients.