Submitted Photo Anne Davis, Director of Nutritional Services Brooks/TLC, role plays a patient interacting with various hospital departments. Jan Stevens, HIM Director, demonstrates an appropriate patient interaction using the AIDET concept of communication for achieving patient satisfaction.

In collaboration with 1199 SEIU, NYSNA and the 1199 SEIU Training Fund, Brooks Memorial Hospital recently completed a Patient Centered Care (PCC) training initiative. The custom training program was designed to incorporate interdisciplinary teams with process improvement to ultimately enhance the patient experience.

Using interactive health care role-play scenarios, Brooks’ management team gained a deeper understanding of the changing health care environment, and its impact on staff and patient satisfaction.

Late last year, Brooks’ staff participated in a parallel training series to learn similar tools aimed at empowering all levels of the health care team to contribute to improvements and innovations.