Problem

Patients did not feel a personal connection to their healthcare professionals (HCPs), citing a lack of empathy as the primary cause. Feedback sessions with HCPs identified active listening as an area of interest in training and development.  An opportunity was thereby created to boost patient satisfaction by teaching new and existing HCPs how to build empathy with patients using active listening techniques.

Solution

Patient feedback clearly indicated a desire for more interpersonal communication and connection with the HCPs. Meeting with the HCPs revealed a significant knowledge gap in active listening techniques. I designed in-person training solutions, which included live scenario-based training, to teach HCPs how to connect with patients by demonstrating empathy through active listening. This web-based training project is an adaptation of the face to face, instructor-led training I implemented for my client. 

Process

Designing the initial F2F / ITL required extensive needs analyses with front line HCPs. In this early iteration of the solution, Powerpoint slides and small and large group exercises were the mainstays of the solution. The WBT you see here is a concept project created specifically for my portfolio.

Action Map

The action map below identified 3 training opportunities that could result in measurable and immediate positive changes in patient satisfaction. Performance roadblocks, gathered from needs assessments with HCPs, served as the springboard for learning solution design. HCP feedback was correlated directly to proposed business solutions that would increase patient satisfaction by 50% in 30 days. This was a very realistic goal as patients were often visited 2-3 times a week by the healthcare providers. By training HCPs immediately in active listening strategies, and mandating the practice of these strategies in the field, the client was positioned to achieve their performance goal in this relatively short timeframe. (Action map created in Figma).

Results

The client achieved a 30% increase in patient satisfaction at 30 days, and a 50% increase in patient satisfaction in 60 days. Debriefs with HCPs revealed resistance to what was perceived as a shift in company culture, and that the additional effort required to cultivate empathy with patients was considered supplemental to the job scope. Additional mentorship, leadership, and team building efforts were required to evolve these cultural beliefs and ultimately reach the business goal of a 50% increase in patient satisfaction.

Problem

I taught "Preparing Oral Presentations" in my face to face, synchronous classes using a combination of lecture, slide decks, and small group work.  The content needed to be adapted for a new online / asynchronous cohort. 

Solution

I created this eLearning solution to offer students a refreshing departure from standard read and respond assignments. The interactive elements would make the content more engaging and boost student recall and retention.  In an effort to replicate a small group assignment that accompanies this module in my F2F classes, I supplemented this eLearning module with a graded small group assignment and discussion in the LMS.

Process

As all of the raw content was already available, and the learning outcomes already established, I sketched the action map in Figma, then completed the text-based storyboard in my existing Pages template. The module was then created in Articulate Rise, and imported into the LMS.

Action Map

The action map below identifies the 4 stages (light yellow) students were expected to perform in preparing their oral presentations. A learning goal was identified for each stage, and an outline of the method and sub-topics covered was outline (light green). The final stage (light blue) outlines the group activity students were assigned to demonstrate skill mastery and foster collaboration among peers.

Results

All students completed the activity with a grade of B+ or higher. A submission rate of 100% is rare for most assignments, so the fact that every student participated in this module was a very positive result!  Weekly feedback sessions with students revealed that they were much more excited to learn, and engaged in the assignment, after taking this eLearning module (compared to the typical read and respond assignments given in their College classes). Students suggested that adding a gamification aspect to the course would further boost their interest and engagement in the course material.