CONTEXT & CHALLENGES
Reliant Medical Group-Atrius Health, a “Top Places to Work” with a diverse multinational staff of physicians, identified lower patient satisfaction scores for several multinational medical providers, with “communication” in the lowest bracket. As an organization that prized itself on exemplary patient-provider communication, Reliant was looking for a professional, well-designed culture and communication program that could be delivered in one on one sessions.
Because of the intense schedules of their physicians, Reliant needed a training provider with executive level scheduling sensitivity. Additionally, a multi-faceted coaching model was preferred to address culture, language, and communication within specific medical scenarios.
Reliant chose Springboards because of their ability to address language, cross cultural skills, and communication within a short term, individual coaching program. Springboards also had the professional staff needed to meet the demands of busy, accomplished medical professionals.
According to their Chief Human Resources Officer, Randi Nichols:
Springboards’ ability to accommodate an intense physician work schedule, the superior quality of their coaches and their personalized, on-site training model made them the clear choice for our organization. We employ a brilliant and diverse physician staff who must build strong relationships with their patients by establishing friendly rapport and trust in the exam room. Effective communication is vital to their patients’ health and satisfaction. Springboards’ coaching and training program has helped turn around very low patient satisfaction for 2 of our physicians, resulting in a marked increase number of patients now indicating they would recommend these care providers to a friend or family member. Our employees are our most important asset and with such powerful results, the decision to invest in their success by partnering with Springboards was the right one.