Our Proven Process and Methodology

Unlike an off-the-shelf training program, ILS will not give you a "one size fits all" engagement. We will provide you the latest proven tools, with the application expertise (best practices and lessons learned honed over 10 years), and most importantly, how to customize it to you and your unique culture.

We use the ADDIE Process

Assess your current situation, through the eyes of the patient and also that of a front-line employee.

Design a solution based upon the findings in the assessment.
Develop custom products that complement your existing materials, curriculum, and culture.

Implement in a way that:
1. Transfers expertise from ILS trainers to your internal experts, and,
2. Translates a global message into a local message that will be hardired into individual work units.

Evaluate the success of our efforts by a predetermined set of internal and external measures.

How We Operationalize Exceptional Patient Experiences

In each custom engagement, our goals are 3-fold:

• Build one explicit, clearly defined culture from your organization's existing strengths that will drive positive patient experiences.
• Engage employees in your organization's new culture by ensuring consistent delivery of the patient-first behaviors that earn positive word-of-mouth and loyalty.
• Equip your organization's leaders with the tools and knowledge to hardwire improvements into every corner of your organization in a manner that ensures long-term success.

A "Best of Both Worlds" Approach

We listen to you and suggest a process based on your specific organization's needs and abilities. Each element of the ILS Cultural Master Plan^SM is carefully considered before being recommended for your organization.