CAPS® - Mid-level frontline employee skill development

CAPS provides skills development instruction for entry- and mid-level frontline employees

CAPS (Accelerated Performance Series) provides skill development instruction for entry- and mid-level frontline employees.

Need to supplement existing curriculum – or implement a performance improvement initiative quickly? CAPS provides instruction on essential skills for a range of roles from entry-level frontline employees to mid-level administrative professionals to team leads and first-time supervisors.

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CAPS Advantages:

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CAPS courses provide targeted skill development through healthcare-specific courses.

CAPS courses help your frontline staff understand their accountability and the critical role they play in providing a positive patient experience. The patient, family, and work team experiences are improved by building professional skills such as active listening and teamwork.

Many hospitals have programs for clinical staff, nurses and managers. Set your organization apart by providing professional development opportunities for your entry- and mid-level associates. Developing the skills of associates in these roles expands your hospital leadership pipeline to include all employees.

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Learning Through Real-World Scenarios

Courses can be used individually or packaged to meet a specific skill-building need; they can also be integrated into open enrollment programs available to all employees.The CAPS series consists of ten 2.5 hour instructor-led seminars that quickly address performance-related challenges. Online reinforcement exercises are also available.

Foundational skills such as grammar and writing expand the upward mobility potential of your entry-level employees. Critical Thinking and Problem Solving courses promote leadership development. See the “Curriculum” tab for more information on CAPS content.

Mastering Communication in the Workplace

    • Recognize and identify different communication styles
    • Exercise effective communication skills that meet patient safety and satisfaction standards
    • Practice conflict management strategies

Principles of Patient Satisfaction and Safety

    • Recognize the importance of the HCAHPS survey
    • Cite reasons why patient satisfaction scores are important to you – and ways you can take ownership in making a positive impact
    • Define a safe healthcare environment
    • Recognize and identify different communication styles
    • Understand the importance of “first do no harm”
    • Recognize the different influences upon patient safety at the Individual level – (including patients, caregivers, visitors, and you) and at the Organizational level – (your hospital)

Effective Problem Solving

  • Describe the steps in the problem-solving process.
  • Identify the observable condition(s) of a problem and develop a problem statement.
  • Use a Fishbone Diagram to organize the root causes of a problem.
  • Utilize brainstorming to identify potential solutions.
  • Apply the problem-solving process to proactively implement solutions.

Critical Thinking Skills

  • Use critical thinking skills to improve decision making
  • Learn the four essential traits that critical thinkers possess
  • Practice three key skills: analyzing, evaluating and reasoning
  • Apply critical thinking strategies in healthcare situations

Life Management Skills

  • Work with a variety of goal-setting techniques to obtain targeted work and personal results
  • Put time management techniques into action to realize more control over your work and personal life
  • Learn to identify causes of stress and explore stress management strategies

Writing in the Workplace

  • Work with a variety of goal-setting techniques to abstain targeted work and personal results
  • Implement techniques for improved writing skills, including writing legibly, writing often – and applying the three Cs of writing: clear, concise and concrete
  • Write paragraphs using topic sentences and supporting details
  • Integrate customer-focused writing techniques into business writing
  • Apply proven note-taking techniques
  • Recognize key building blocks for developing effective resumes

Grammar in the Workplace

  • Identify key parts of speech (nouns, pronouns, and verbs) and how they function in sentences
  • Use punctuation marks correctly to make sentences and paragraphs clear
  • Avoid the most common and distracting grammatical errors
  • Avoid confusion among words that look alike or are similar in spelling or sound but have different meanings

Reading in the Workplace

Learning Objectives

  • Find main ideas and identify important supporting details
  • Define the correct meaning of a word, whether stated explicitly or implicitly in the text
  • Classify documents according to their purpose
  • Apply techniques for reading comprehension
  • Learn to summarize or draw conclusions from reading material

The CAPS seminars employ successful adult learning principles and provide a dynamic and engaging learning experience. Each 2 ½ hour seminar is delivered to a cohort by a hospital education or HR professional using interactive video lessons, group activities and individual workbooks.

CAPS applies accelerated learning design principles to maximize knowledge retention. All curriculum is set in a healthcare context within the acute care hospital setting. Strategically placed activities engage multiple learning styles and create an active learning environment. Optional online modules maximize knowledge mastery.


Potential applications for CAPS seminars include:

Associate Communications Skills. Entry- and mid-level associates interact with patients and families many times each day. Be sure their self-awareness and communications skills are top notch.

Patient Satisfaction Series – Improves employee awareness and accountability for appropriate HCAHPS domains.

Patient Registration or Administrative Assistant Series – Improves communication and customer service

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