Performance Target: Create written scripts for all routine parent/patient conversations within six months. Parent/patient satisfaction requires that team members have strong communication skills. Scripting all routine interactions trains staff members on what to say during conversations with parents and patients. In addition, scripts teach team members how to influence parent/patient behavior and how to manage expectations.

Free Excerpt: Read a free excerpt from Dr. Roger P. Levin’s popular book, Essential Scripts for Patient Communication. Go here and click on the “Read an Excerpt” button.