Transforming Patient Experiences with Custom Learning Systems

Transforming Patient Experiences with Custom Learning Systems

The healthcare industry can sometimes feel like a maze. Complicated procedures, overwhelming information, and stressed-out staff can make getting the care you need feel daunting. That’s where companies like Custom Learning Systems (CLS) come in. We’re a team of experts dedicated to improving the patient experience, and we believe the best way to do that is by empowering the people who make healthcare happen – the caregivers.

Who We Are and Why We Do What We Do

Founded back in 1984, we started with a simple idea: healthcare organizations and their staff shouldn’t have to reinvent the wheel to create a fantastic patient experience. We were convinced that frontline staff had the power to transform interactions, build relationships, and foster an environment of empathy and kindness. It all starts with the right training, tools, and the belief that healthcare can truly be about connecting with people.

Who We Are and Why We Do What We Do

We focus on three key areas that we call Engage, Empower, and Transform. We’re always expanding, but let’s dive deeper into what these goals mean:

  • Engage: We understand that it’s difficult to care for others if you don’t feel cared for yourself. Creating a workplace culture where staff feel heard, valued, and connected is a key part of providing incredible patient care. We help achieve this with feedback systems, tools for recognizing great work, and strategies to improve communication across teams and departments.
  • Empower: Knowledge is power, and we give caregivers that power at every level. From frontline staff to administrators, we offer tailored training, micro-webinars, and expert insights to help organizations build a team of well-equipped, compassionate care providers.
  • Transform: True transformation isn’t about a single training session; it’s about building a sustainable culture of excellence and compassion. We provide the coaching, mentoring, and frameworks to help organizations change from the ground up and establish the kind of compassionate, efficient care that everyone deserves.

Our Approach: It’s More Than Just Training

Learning is a multi-faceted process, and everyone has a different style, needs, and situations. That’s why we’ve focused on a multi-pronged approach.

  • Live Interactive Training: Our experts bring contagious energy and years of experience directly to healthcare organizations. This training engages and invigorates staff, building skills and boosting morale.
  • Digital Resources: We have a powerful suite of online courses, webinars, tools, and templates. These resources can be accessed 24/7 by staff members, giving them a library of support – right where and when they need it.
  • Peer-to-Peer Learning: Sometimes, the best teachers are those who walk in the same shoes. We help break down silos and empower frontline staff to mentor and learn from each other. It’s powerful!
  • Custom Solutions: No two healthcare organizations are exactly alike. We create tailored solutions that address your unique challenges and goals. It’s about providing exactly what you need for long-term success.

Who We’ve Helped (Success Stories)

Okay, enough about us; let’s talk about our successes out in the field. We’ve partnered with hundreds of healthcare organizations across the country. Here are just a few examples of what’s possible with our collaborative approach:

  • Elevating HCAHPS Scores: HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores are a critical metric for measuring the patient experience. Many of our partners see dramatic improvements after a short time and maintain that excellence as their culture shift solidifies.
  • Improved Employee Retention: Happy employees stick around longer! By focusing on staff engagement and well-being, organizations often see drops in turnover, which benefits employees and patients.
  • Stronger Physician Satisfaction: Doctors want what their patients wish – great communication, smooth operations, and a compassionate environment. By equipping staff with the skills to navigate those interactions, physician satisfaction scores often skyrocket.

“Since partnering with CLS, we’ve seen a shift in how our staff approaches patient care. They feel more confident, and our patients consistently report feeling treated with kindness and respect.” – Jane Smith, Hospital CEO.

The Proof’s in the Patient Experience

The Proof's in the Patient Experience

Ultimately, everything we do comes down to improving those interactions that define the healthcare experience. Our programs don’t just help teams meet compliance standards or tick boxes – they transform how staff view their role. Here’s what patient experiences can look like after working with CLS:

  • Less Anxiety, More Agency: Instead of feeling overwhelmed or confused, patients understand their treatment plan, can communicate their needs more confidently, and become active partners in their care.
  • Dignity and Respect: Everyone deserves to feel recognized as a person, not just a patient. Our training builds skills that make interactions meaningful and empower patients to advocate for themselves and feel treated with genuine empathy.
  • Smoother Transitions: Hospital care doesn’t happen in a bubble. Effective communication, follow-up, and coordinated care plans improve both patient outcomes and satisfaction between various care providers.

Frequently Asked Questions (FAQs)

1. How long does it take to see results with CLS programs?

Every organization is different, but many begin to see the positive impact of our programs within the first few months. We don’t believe in short-term fixes, though. True transformational change takes time and a shared commitment to a culture of caring.

2. Can CLS work with our existing training programs?

Absolutely! One of our strengths is building tailored solutions. We collaborate with you to make sure our approach aligns with your current efforts and addresses any gaps, leading to a seamless experience for your staff.

3. Are your programs only for frontline staff?

Certainly not! We see leadership as the heartbeat of organizational culture. Our offerings include leadership development, strategic planning programs, and resources to help administrators empower their teams to thrive.

4. Does CLS work with smaller organizations or clinics?

Yes! The principles of caring, clear communication, and creating a sense of connection are essential, regardless of organization size. We work with hospitals, clinics, assisted living facilities, and anywhere care happens.

5. What makes CLS different from other training providers?

We take a relationship-focused approach. We care about forging long-term partnerships with healthcare organizations. There’s also a “heart factor” to what we do – we genuinely believe in this work, and it translates to every interaction with our partners. We see it in their transformed cultures and their elevated patient care experiences.


Healthcare doesn’t have to be just about processes and regulations, though those are important. Microlearning, an approach that delivers content in small, manageable segments, is pivotal in healthcare education, enabling quick, focused learning that enhances retention and application. At its best, healthcare connects people through acts of compassion, skill, and a sense of partnership. Custom Learning Systems isn’t just a training provider – we’re partners dedicated to helping healthcare organizations bring patient-centered care to life by incorporating microlearning strategies that empower healthcare professionals to deliver exceptional care.

Let us show you how. Contact us today, and let’s talk about how we can work together to engage, empower, and transform your patient care experience.

George Bowman

George Bowman: An education enthusiast on a mission to ignite curiosity and empower learners through innovative teaching methods and personalized experiences.

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