About Course
One of three editions of The 60-Second Encounter: Support Services, Clinical Support, and Behavioral Health. Compare editions and department packs.
About this course
The national HCAHPS survey asks how often patients got help to the bathroom as soon as they wanted, and its screener names "nurses or other hospital staff." Since January 1, 2025 it also asks, "when you asked for help right away, how often did you get help as soon as you needed?" Hospital surveys such as Press Ganey add promptness of response to the call button and the courtesy of the person who took your blood. Many patients can't tell a nurse from a tech, so the way your clinical support team answers, explains and protects dignity shows up across the survey. This course teaches ENTER, the call light loop, and the dignity check, in plain words, for every clinical support role.
What is inside
- 11 lessons plus a practice lesson with 8 shift scenarios
- a section for every clinical support role
- call lights and rounding
- dignity during care
- 5 short animations
- 20-question assessment
- certificate
- ENTER Pocket Card
- Supervisor Huddle Guide
- Encounter Observation Sheet
For managers
Assign seats, staff finish in about two hours, and leads start the four-week huddle plan the next week. HCAHPS is a Centers for Medicare and Medicaid Services survey. Press Ganey and NRC Health are trademarks of their owners. Impact Training Company is not affiliated with or endorsed by CMS or any survey company, and no specific score change is promised.
Questions
Does this course carry CE credit?
No. It is professional development with a certificate of completion.
Does it teach clinical skills?
No. It is a patient experience course. It teaches what to say and how to close the loop while team members do the work their hospital trained them for.
Does it replace our service standards or competencies?
No. It works with them. Every lesson tells learners to follow their hospital's policy first.
Will it raise our HCAHPS or Press Ganey scores?
No course can promise a score. It builds the frontline habits behind the responsiveness, courtesy, privacy, restfulness and care coordination questions.
How is it different from the Support Services edition?
Same ENTER method. This edition adds the call light loop, rounding, dignity during care, and a section for each clinical support role.
Can I see who finished?
Yes. Department pack buyers can request a completion and score report at any time.
Course Content
Start Here
Welcome and How This Course Works
Topic 1: Why Your 60 Seconds Count
Topic 2: ENTER
Topic 3: Your Role, Call Lights, and Dignity
Topic 4: Rest, Your Lane, and Recovery
Topic 5: Practice and Assessment
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