Customer Service Learning Moment-Team STEPPS

Video Transcription

Video Summary

The video transcript revolves around a training session for TeamSTEPPS, a program aimed at enhancing communication, teamwork, and patient safety in a healthcare setting. The transcript includes details about the program's implementation within an organization, challenges faced, and strategies for success. The session emphasizes the importance of all staff and physicians attending training sessions, focusing on tools like SBAR, call out, check-back, and mutual support. The training sessions involve interactive activities, lectures, and distribution of pocket guides for quick reference. The program is integrated into annual reviews and performance improvement plans to ensure accountability and continuous improvement. Additionally, the organization is rolling out a new program called Alamir Experience focused on customer service initiatives, with plans to blend it with TeamSTEPPS for a more comprehensive approach. The transcript concludes with a call for feedback through the mobile app and highlights the importance of ongoing education and training in healthcare settings.

Keywords

TeamSTEPPS

communication

teamwork

patient safety

SBAR

call out

check-back

mutual support

training sessions

customer service initiatives

continuous improvement