A proven way to improve and sustain CAHPS scores.

Task To Touch™ e-Learning allows employees to see what the patient sees in order to develop the emotional intelligence, communication, and acuity skills necessary to understand and alter patient perception. Patient satisfaction scores change when TOUCH is introduced in a way that is that accessible and relatable. That is why these short, high quality video lessons are based on real life dramatizations collected through Perception Strategies’ 20 years in patient perception research.

Each lesson is four minutes or less.

65% of all learners are visual learners, and yet most viewers will not watch a video clip over four minutes.
That is why our lessons are designed to be engaging, thought provoking and concise, and can be viewed on any mobile device.

More to come.

Our lessons have been designed to support – not replace – your existing initiatives. The goal is to equip staff with practical tools that promote the transformation of your culture and make experiences memorable. In addition to many more lessons on patient care (HCAHPS -specific), additional chapters on leadership, frontline, EVS, food service and ambulatory care will be produced over the coming year.


Emotional Intelligence (Know Yourself)


The biggest barrier between what employees bring to the patient experience and what patients actually perceive is the employee’s unwillingness or inability to see him or herself the way they truly are. They are convinced that their behavior is not part of the solution. So when satisfaction data is put in front of them, they immediately go to “that’s not me!” The result is unchanged scores and administrators/managers scratching their heads.

Employees are more comfortable latching onto tasks because they can check them off and feel they are doing their part, thus perpetuating self-deflection. This prevents them from looking within themselves to understand why they are not, connecting with patients successfully.

With these lessons staff will begin to grow in their understanding of their own emotional intelligence and then apply their own personal response to the gap between their previous behavior and what the patient needs.

  • Emotional Self-Awareness

    This lesson will help employees identify how their emotions such as fear and frustration can impede their relationships with patients unless addressed.

  • Emotional Triggers

    Identifying your emotional triggers allows you to control impulsive feelings and behaviors, manage emotions in healthy ways, take initiative, and follow through on commitments.

  • Empathy

    Illustrating that empathy is about being present in the moment not just with your head, but also with your heart.

  • How Do You Show Up?

    Are you punching in but checking out? Focusing on being present and engaged each day so that patient care is not impacted.

  • Mindfulness

    Developing skills for staff who feel scattered, overloaded or about to quit.


Provider/Patient Partnerships (Managing for Positive Results)


There are innumerable processes devised by healthcare to systematize patient care. But in all these processes and initiatives, healthcare has lost sight of the fact that human interaction must be the highest priority. In asking patients what is most important to them, our research has found that patients most prize Good Care/Treatment, Being Informed, Attentiveness, and Getting Better. Therefore, the answer to poor scores must be a culture shift in which staff learns how to intentionally and consistently build a relationship with patients. The solution has to be more about how they connect, and not a reliance on tasks.

Managing for Positive Results lessons help employees apply their newfound understanding of emotional intelligence to the interactions that really matter most to patients. They will ask employees and managers to address some tough questions about what they are currently doing and develop strategies that are guaranteed to effectively impact patient perception.

  • Attentiveness

    Paying close attention and anticipating the needs of patients meets a critical patient desire.

  • Bedside Shift Report

    Using humor to show how patients view the Bedside Shift Report.

  • Caring for Patients Outside the Box

    Emphasizing the importance of skillfully managing the conflict or discomfort surrounding patients who are perceived to be “different.”

  • Conflict with Patients

    Focusing on strategies for managing conflict rather than getting caught up in conflict with patients.

  • Handling Stressful Situations

    Exploring how stressful patient situations can be handled so that they don’t escalate to other patients and staff.

  • Responding with Touch (Responsiveness)

    Providing strategies for addressing the patient’s perception of staff reaction time.

  • Team Accountability

    Showing how the patient’s experience is strengthened when teams hold their members accountable.

  • Teamwork

    Demonstrating the effects of good teamwork and its impact on quality patient care.


Patient Perception (Know Your Patient)


What does it take to cause a patient to write or say good things about their care? Are patients looking for adherence to patient satisfaction questions or seeking verification that staff strictly follows AIDET™? Of course not. They want to be treated with respect and get out without anything going wrong.

These lessons focus on how staff can create a relationship with patients on a level that is personal and respectful. Staff will learn how to neutralize negative perceptions, lay the groundwork for the kind of experience patient’s desire, and generate an increasing number of positive impressions through word of mouth and social media.

  • It’s the Patient’s House

    Encouraging staff to see the patient’s room through the patient’s eyes.

  • Focus on the Family

    Creating awareness of family member perceptions and there influence on survey results and on future hospital usage.

  • The Courage to Speak Up for the Patient

    Trusting your instincts and having the courage to speak up for your patient despite the prospect of difficult conversations with physicians and colleagues.

  • Reformulating the Patient’s Perception

    Patient “baggage” – from past experiences to rumors – can be reversed beginning with the simple question, “Have you been with us before?”

  • Mastering Small Talk

    Developing small talk as a way to initiate dialogue with a patient and to get at the heart of who the patient is as a person.

  • What Patients Are Comparing You To

    Understanding that patients see their care as a sum total of all their interactions.

  • You Know Why I’m Here, But Do You Know Who I Am?

    One of the quickest and most reliable ways to trigger patient engagement is to simply ask patients, “What did you do for a living?”


White Paper

Embracing A 'Touch' Culture

"When patients are asked to evaluate their experience, they are asked to recall various aspects of their care. These are all well known to providers – communicating, listening, responding, etc. But providers don’t often think about the value of having a patient remember them or how they can actually cause that to happen. The easiest way to be remembered is to create a visual picture in the mind of the patient. So when the patient sits down to fill out a survey based on an experience that may have been filled with confusion and pain, the warm smile or gentle voice of the caregiver breaks through the haze."
from Embracing A 'Touch' Culture

Click on the link https://adobe.ly/2qdYU79 to read the White Paper.

A 20-year passion for patient perception

Born out of Perception Strategies' 20 years of healthcare qualitative research, TASK TO TOUCH E-LEARNING videos represent a belief that if caregivers can better understand how patients view their experience, they can apply the necessary behavior and emotional intelligence skills, or TOUCH, required to alter patient perception and ultimately guarantee a positive patient response.

That is why everything we do, from field research and mystery shopping to video production and training, is designed to help clients shift to a TOUCH culture by insuring that healthcare providers have the knowledge, desire, and skill to connect with patients in ways that create win-win scenarios for the organization and the patient.


For more information on Perception Strategies, Inc.'s qualitative research services, including Health care Mystery Shopping Click Here

For Information on Brooke Billingsley's speaking and training, Click Here

Praise for Task To Touch

Task To Touch has created video lessons that are a truly valuable supplement to your front line caregiver-training program. Rather than reading and hearing – it is useful to view and witness examples of both the wrong and right way to handle various specific patient situations in order to improve and enhance the patient experience. The video’s produced by Task To Touch are professionally produced and touch on key service standards relevant to the healthcare industry, both for inpatient and outpatient settings. I find the video’s to be both creative and inspirational for front line caregivers!

Michelle Gandolf Frietchen, Director, Market Research & Insights, Cleveland Clinic

As a CNO responsible for all patient care in two 120+ bed acute care facilities, I was looking for meaningful ways to train staff on purposeful, compassionate interactions with patients without sounding scripted or robotic. Task To Touch videos are an excellent method of teaching our staff how to connect in a meaningful way to our patients. Each video is 3-4 minutes in length and is ideal for our shift huddles. Patient care staff gathers around a computer at the nurses’ station at the start of their shift and watch the video of the week. They are short, to the point, and real life scenarios the staff can all relate to. In that short time there is an opportunity to ask staff related discussion questions to ensure understanding and commitment.

Kristen Johnson MHA, BSN, RNChief Nursing Officer, Southwest Healthcare System

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