G.R.E.A.T.™ is a simple communication tool that will inspire a service-minded culture.
G.R.E.A.T.™ was initiated in 2015 by Edward-Elmhurst Health and is an acronym that helps remind us that, in the era of value-based healthcare, doing a good job interacting with patients is not nearly enough.
Establishing the G.R.E.A.T.™ service standard helps align our mission/vision/values with our culture and leads to enhanced patient satisfaction, improved care quality and a more engaged staff. It keeps us on track with our primary goal of delivering safe, seamless and personal care. Connecting on a deeper level with our patients and being mindful of their understanding of what is going on are essential components in achieving optimal outcomes.
Over the course of a few months, 7,000 employees and medical staff working in our three-hospital system went through training. The program was well regarded and we began to see improvement in patient experience metrics.
G.R.E.A.T.™ is easy to learn, fun to practice, useful in all provider-patient (or family/visitor) encounters and keeps us on our constant path toward creating a remarkable patient experience.
G.R.E.A.T.™ Train the Trainer Presentation
This powerpoint provides you with a presentation to aid you in your G.R.E.A.T.™ training.
This document outlines the G.R.E.A.T.™ process.
G.R.E.A.T.™ Supplemental Teaching Cards
This document contains information used in a refresher for the program.
G.R.E.A.T.™ Encounters Feedback
This document allows you to review employees usage of the G.R.E.A.T.™ communication process.
Inquiries about G.R.E.A.T.™ service standard may be directed to PX@eehealth.org.
Edward-Elmhurst Health acknowledges the work of Kristin Baird (baird-group.com/) in developing a similar communication service standard. Kristin is a nationally renowned
speaker and patient experience consultant who helps hospitals incorporate GREAT communication into their culture. Kristin is not affiliated with Edward-Elmhurst Health.