It’s what our patients expect, it’s what they deserve, and it’s what will keep them coming back to Affinity Health System for their healthcare needs,” says Kevin Nolan, president and CEO at Affinity Health System.Īffinity Health System is charting the course that leads to a service-minded, system-wide culture of excellence. “Affinity is placing a rising emphasis on service excellence – it is what will ultimately set us apart from the competition. Recently, an additional seven Affinity staff were trained as faculty to assist in continuing the organization’s commitment to service excellence. The Affinity Training and Development department was instrumental in developing a tracking system for all physicians and employees.Īffinity has begun training all managers and supervisors in “Coaching for Impressive C.A.R.E.” Initially, two individuals were trained as faculty to continue to teach classes in that module to managers on site. Research is being conducted on this model, and Affinity’s goal is to have 85 percent of its employees complete the training program by the end of 2006. Service Excellence implementation plans for the department are discussed in addition to content. Then, in a decentralized manner, Affinity managers and supervisors teach the four individual modules at department meetings. First, trained Institute faculty teach the four-hour “Treating Patients with C.A.R.E.” course to key Affinity staff. Affinity’s model for training employees is unique. They went on to train 41 percent of their more than 4,100 employees during the next year, including all clinic and ambulatory staff.
Affinity has selected six of their physicians to become their first CPC coaches.įour Affinity staff completed faculty training for “Treating Patients with C.A.R.E.” in 2004. physician assistants, nurse practitioners, etc.) have completed the 4.5-hour CPC workshop training. Three years later, 95 percent of Affinity’s physicians and mid-level clinicians (e.g. Training with IHC began in the fall of 2002 with a commitment to send four individuals for “Clinician Patient Communication” (CPC) faculty training. The organization is committed to implementing training programs that encompass all physicians, leadership/management, employees and volunteers. Service excellence is rooted in Affinity Health System’s mission and values and is a strategic goal of the organization.
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