Want higher HCAHPS Scores?

Are older adults a significant part of your patient mix? 
If so, this course is for you! 

Respect and the Older Patient Experience

Course launched September 27th!

Trusted by:

Massachusetts General Hospital

Yale NewHaven Health

NewYork-Presbyterian

Jewish Geriatric Services

Mayo
Clinic

Can you teach empathy?

Yes, and you can do it today.

I created Respect and the Older Patient Experience to help your team understand and empathize with the needs of older patients.  The workshop is highly personalized so your team members feel the need to improve the experience of older patients.  It is, in a word, heart-opening.

Do you hear that?

That's the sound of your team celebrating
your highest HCAHPS scores to date.

Patient experience initiatives can be time consuming, but they don't have to be.

Respect and the Older Patient Experience can be delivered to your team when the course launches next month.

Buy the Course

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How it works

We don't imagine ourselves as older, for a multitude of reasons. In this 35 minute video workshop, we will.

Lots and lots of ready-to-use materials about kindness, empathy, and respect to share with your team.  

Want change that lasts? It takes passion + repetition.  You'll receive 52 short yet inspiring anecdotes to use at upcoming meetings.

Expertly taught by,

SUSAN KEANE BAKER
YOUR PARTNER
FOR HIGHER HCAHPS SCORES

"the best relationships in our lives are those in which we're treated with respect and the other person is as well."         
               SKB

EDUCATOR, HEALTHCARE leader,
SPEAKER, AUTHOR, empathy expert


Susan is informative, positive, & dynamic.
An excellent speaker.

SHE INSPIRES.

Annette Rogers RN, Nurse manager, UTSW Texas

want your team to feel more positive?

course overview

Want your team to feel more positive?

The Respect and the Older Patient Experience video covers:

  • An aging experience, personal to each participant
  • Two techniques to prevent “difficult" encounters
  • The 10% rule to reduce stress 
  • Practical ways to demonstrate respect
  • The gracious close: four techniques
  • Tips for feeling more positive, every day

looking for more? Provide my book

SPlit-second
kindness

Making a difference when time is limited.

telephone rapport

Telephone Rapport is an ebook compilation of a course to help you implement the easiest training for your team so you can significantly improve patients’ telephone experiences.

Do you ever worry that when patients call your organization, the phone experience is not quite what it should be? Do you want to improve the quality and consistency of the service you provide over the phone?

FREE DOWNLOAD

5 Strategies for Higher HCAHPS Ratings from Older patients

Why does this matter?

Because a team that truly understands the importance of always demonstrating respect for older patients is a happier team - and that enhances staff retention.

buy the course