CHAMPS Patient Experience Announces 2015 LTC Webinar Series

Registration is now open for CHAMPS Patient Experience / Santalucia Group’s 10-part educational webinar series developed specifically for the long-term care (LTC) community: Enhancing the Customer Experience -10 Interactive Modules for Long-Term Care Organizations.

Register now.

During the 2015 LTC webinar series, attendees will take part in 90-minute interactive modules presented via webinar on the third Wednesday of every month for 10 months, kicking off in March 2015. Modules will equip a designated “Champion” with the skills to instill a culture of strength, empathy and respect within their organization. The Champion can represent any job title or role, but must be respected by peers and leadership, passionate about service excellence and have excellent communication skills. Learn more about each module below.

• March 18: Getting Started
• April 15: Igniting Passion and Other Facilitation Skills
• May 20: Owning the Customer Experience
• June 17: Making Personal Connections
• July 15: Addressing Resistance
• Aug. 19: Embracing Customer Concerns, Complaints and Unmet Expectations
• Sept. 16: Putting it All Together
• Oct. 21: Sustaining a Culture of Empathy
• Nov. 18: Maintaining Momentum
• Dec. 16: Celebrating Success and Each Other

The LTC webinar series will be led by two leaders in the field of patient experience - Carol Santalucia, vice president of CHAMPS Patient Experience / Santalucia Group and Toya Gorley, director of client services for CHAMPS Patient Experience / Santalucia Group. 

“By making an investment in this series, LTC organizations are demonstrating a commitment to their staff, reputation and bottom line,” Santalucia said. “These modules were designed to teach skills that will enhance the customer experience and ultimately inspire self-empowerment among employees, improve an organization’s standing in the marketplace and ensure preparedness for approaching changes in reimbursement.”

The fee to register for the complete, 10-part LTC webinar series is $2,500 with a registration deadline of Monday, March 2, 2015. Access CHAMPS’ LTC Webinar Series FAQs or contact Mia Salvano at 216.255.3639 or mia.salvano@chanet.org?subject=LTC%20Webinar%20Series to learn more.