~ Cultural Assessment Tool
        My organization’s priorities
        My team’s priorities

~ The ABC’s of First Time Impressions
        Facts in healthcare impressions
        Why first impressions matter? 

~ Basics of Patient Loyalty
        Patient Loyalty Model
        What’s in it for me?

~ Innovations in Patient and Family-Centered Care
        Defining the needs of patients and families in three words or less
        Empowering patients and families
        Successful service strategies

~ Tactful Communication with Patients and Families
        Communication strategies
        Sensitivity toward patients with disabilities
        Fostering open health care partnerships

~ Dealing with Challenging Situations
        Getting to the real source
        Reconnecting when the lines of communication are broken
        Defusing situations gone out of hand
        Dealing with the irate customer

~ Fostering a Culture of Service
        Service Recovery in four steps
        Redirecting healthcare professionals on the right path

~ Coaching toward Patient Loyalty
        Legal implications
        Financial implications
        Effective Service Strategies 

Loubna currently serves as director and corporate coach of the Staff and Community Education Department at Miami Children’s Hospital (MCH). MCH is recognized as one of the top pediatric hospitals for the Top 125 Training Organization award by Training Magazine for three consecutive years.  In 2006, MCH received top recognition by the Child Health Corporation of America (CHCA) for its Leadership Institute and its blended learning interventions to maximize transfer of learning. The department was the recipient of the South Florida Business Health Care Award. At MCH, Loubna is responsible for providing corporate coaching, internal consulting and innovative learning solutions that impact organizational performance, leadership development, staff engagement as well as community outreach programs.  

Janet Bell Taylor 

Janet currently serves as director of Patient Family Services at Miami Children’s Hospital. Janet has over 20 years experience in health care advocacy and patient relations. She leads customer service initiatives at all levels of the organization with a multidisciplinary focus on leading patient/family services and pastoral care to optimal performance. Janet is a true advocate for all individuals with disabilities. Her mission is to increase awareness, education and sensitivity toward people with disabilities. Janet’s perspective is augmented by her experience as a mother of a teenager with disabilities.

Fee of $345 includes tuition, instructional materials, and coffee break.

Using core programs, we are able to align established objectives directly with an organization's competency framework and to specific job competency models. Your needs are matched with our extensive resources, instructional design team, and program facilitator to design a program that is tailored to fit your specified objectives and requirements. Consequently, your program will be designed to develop specific behaviors and competencies (i.e. skills, knowledge, and attitudes) that lead to superior performance.

For additional on-site program information and pricing, please contact:

Dr. Vince Daniels, Executive Director
Tel: 954.262.5181  |  Toll free: 800.672.7223, extension 25181
E-mail: vdaniels@nova.edu

Pamela Echeverria, Assistant Director
Tel: 954.262.5161  |  Toll free: 800.672.7223, extension 25161 
E-mail: pechever@nova.edu 

Program fees are due in full upon application to the program. If you are unable to attend this program, we will accept an appropriate substitute participant to take your place up to the day of the program. There is a $75 administration fee for substitutions made less than two weeks prior to the start of the program. NSU will grant an 80 percent refund for cancellations made two or more weeks prior to the start of the program. For cancellations made within two weeks prior to the start of the program, a 50 percent refund will be granted. There is no refund if you withdraw after the start of the program. We will allow one transfer of this registration to a future offering of the same program. We will charge an administration fee for any future postponements.

Fees and dates are subject to change without notice.

For additional program information, please contact us at: 

Hudson Institute of Entrepreneurship and Executive Education
H. Wayne Huizenga School of Business and Entrepreneurship
Nova Southeastern University
3301 College Avenue, Carl DeSantis Building, Suite 2088
Fort Lauderdale-Davie, FL 33314

Tel: 954.262.5137
Toll Free: 800.672.7223, ext. 25137
Fax: 954.262.3188
E-mail: execed@nova.edu

http://nova.edu/execed (programs listed by category)
http://nova.edu/execed/calendar (programs listed by month)

Dr. Vincent S. Daniels  l  Executive Director  l  vdaniels@nova.edu
Grisell V. Sotolongo  l  Director  l  sotolongo@nova.edu
Pamela Echeverria  l  Assistant Director  l  pechever@nova.edu
Karen Mendez  l  Operations Coordinator  l  mendezk@nova.edu
Niemah Butler  l  Financial Coordinator  l  niemah@huizenga.nova.edu