What to Say©

The word script is creating a lot of buzz in healthcare. Some believe that the practice of scripting attempts to replace critical thinking, individuality and question clinical judgment, while others view it as a proven strategy for improving communication, customer service and ultimately, patient satisfaction.

Having the right words at the right time is more about knowing WHAT TO SAY© when every word matters. The Impact! approach provides tools that gives team members key language and conversational prompts to be used to enhance communication with patients, families, providers and each other. Through coaching and interactive training programs, staff members learn to deliver the organization’s message and mission in their own genuine voice.