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Patient Experience

Service excellence in health care is no longer optional; it is a necessity. Safety, quality and service comprise the triad for high performing, high reliability organizations. This six-part educational video series builds on the role of physicians and health care professionals as leaders and role models as we focus on identifying and delivering on service opportunities that exist above and beyond clinical practice.

CME Credit
CME credits are available for this program for three years. Videos will remain available for viewing during that same period. To earn credit, watch the desired video and click on the CME Credit button. You will be directed to log into your CME Tracker profile. From there, you will be presented with a posttest and evaluation. Upon successful completion of the posttest, you'll be presented with a certificate for your records. All successfully completed posttests will automatically add a credit to your transcript as well. There is no need to supply the certificate to the CME office, as it will already be on your transcript. 

Contact CME Coordinator Sara Olsen at solsen@childrensomaha.org or (402) 955-6070 with questions.

Title of Presentation





Event Code: 17185

1: Chain Reaction of Excellence and Understanding Patient Needs
Jeff Kober
World Class Benchmarking

Objectives:
1. Define the Chain Reaction of Excellence.
2. Describe the connection between leadership excellence and highly satisfied patients.
3. Explain the five essential human needs.

Presenter has disclosed no actual or potential conflict of interest related to this educational activity.





Event Code: 17186

2: Understanding Colleague Needs and Individualizing Patient Service
Jeff Kober
World Class Benchmarking

Objectives:
1. Apply the five essential human needs to employee feedback.
2. Define your social style.
3. Assess differing social styles in the workplace.
4. Discuss how to elevate transactional service to interactional service

Presenter has disclosed no actual or potential conflict of interest related to this educational activity.





Event Code: 17187

3: Providing VIP Service and Everything Speaks
Jeff Kober
World Class Benchmarking

Objectives:
1. Define VIP from a service-oriented perspective
2. Review the Platinum Rule
3. Apply aspects of a “Wow” experience to health care service.
4. Describe elements of practice that influence family perception of care.

Presenter has disclosed no actual or potential conflict of interest related to this educational activity.





Event Code: 17188

4: One-to-One Courtesy and Making it Easier for Patients/Families
Jeff Kober
World Class Benchmarking

Objectives:
1. Discuss the courtesy expectations of families and patients.
2. Define the 10/4 Rule
3. Discuss application of family preferences to clinical care situations.
4. Describe ways to make care situations easier for families.

Presenter has disclosed no actual or potential conflict of interest related to this educational activity.





Event Code: 17189

5: Making it Easier for Colleagues and Being a Service Hero
Jeff Kober
World Class Benchmarking

Objectives:
1. Discuss impact of disruptive physician behavior.
2. Review tactics to improve business relationships.
3. Discuss job function compared to service responsibility.
4. Describe a Service Hero.

Presenter has disclosed no actual or potential conflict of interest related to this educational activity.





Event Code: 17190

6: The Doctor as a Leader and Leading by Influence
Jeff Kober
World Class Benchmarking

Objectives:
1. Discuss personal leadership.
2. Describe aspects of physician leadership.
3. Define Leading by Influence.
4. Discuss individual influence over experience of patients and families.

Presenter has disclosed no actual or potential conflict of interest related to this educational activity.