At Flagler, iCARE means: Compassionate | Always listening | Responsive | Empowered to make a difference

We are excited to introduce the Patient's VOICE program to Flagler Hospital, in support of our iCARE culture and our mission to provide the best patient experience with the best staff. Watch a short video about what our staff and physicians thought about the program during our pilot, by clicking here.

What is Patient's VOICE? Patient’s VOICE is an internal service culture program that improves healthcare service and quality with two simultaneous change programs:

1. A healthcare service learning program (VOICE Clinics) conducted by our own internal trainers for all employees to learn evidence-based healthcare service, partner skills & standards.

2. A management program in which managers assess and coach VOICE skills & standards designed for ALL healthcare professionals.

VOICE has been proven by thousands of healthcare employees to improve patient experience, quality, and teamwork; reduce re-admissions, complaints, and costs; and also create a more positive, team-based work environment. Here’s how:

The ten one-hour VOICE Clinics are spaced four weeks apart to fit employee schedules. The Trainers are internal staff and leaders. All employees—from nurses to technicians, administrators to food service, registration to IT—learn in teams to serve and engage their patients, internal customers and each other as partners.

This site has been designed to help you better understand the program and find all the resources you need. Please refer ro the menu to the left to get started learning more about VOICE!