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Encouraging Client Attendance
Encouraging Client Attendance
Tools: Lectora, Vyond, Audacity, Canva, Google Slides
My Role: instructional designer and eLearning developer
Time in Development: about 6 months
Client: SHARE Pediatric Therapy
Intended Audience: Pediatric occupational and speech therapists
Executive Summary: SHARE Pediatric Therapy provides occupational therapy and speech therapy to children in Southern California. This project addresses the need to encourage client attendance. SHARE wanted a training solution that could be used with both new and veteran employees. The goal of the training is to reduce the client cancellation rate to 25% or less.
Challenge: The client was experiencing elevated cancellation rates among clients of both new and veteran employees. This resulted from a knowledge gap among clients and an attitude gap among employees. I created a training program to teach employees how to help close the clients' knowledge gap. The training materials reinforce to employees how important it is to have a low cancellation rate, which addresses the employees' attitude gap.
Solution: To address the high cancellation rate, I created an interactive eLearning course in Lectora. A short Vyond video at the beginning of the training describes the importance of reducing the cancellation rate. Real-life scenarios demonstrate how the learner can encourage client attendance, and practical applications allow learners to apply their knowledge and get immediate feedback.
Results: The training is expected to reduce the client cancellation rate from 35% to less than 25%.
Client: SHARE Pediatric Therapy
Tool: Lectora
My Role: instructional designer and eLearning developer
Time in Development: 4 months
Challenge: The client needed a training program to teach new and veteran therapists how to encourage client attendance. Learners are taught how to help clients find solutions to the causes of their absences and to consistently give consequences. The practice’s cancellation rate had been high due to unexcused absences.
Solution: I made a new eLearning course to train therapists to address client absences and give consequences for unexcused absences. The course was developed using the ADDIE framework.
Results: An interactive eLearning course that can be completed on-the-job. The course simulates real-world scenarios to give learners practice in solving problems they will experience as therapists.
Client: SHARE Pediatric Therapy
Tool: Vyond
My Role: instructional designer and eLearning developer
Time in Development: 2 weeks
Challenge: The client was experiencing a high cancellation rate because some of their therapists weren't following through with clients who missed appointments. Due to this attitude gap, therapists needed an explainer about the importance of encouraging clients to attend appointments.
Solution: I created a short video to grab learners’ attention while explaining why it’s important to lower the cancellation rate. The video describes how a high cancellation rate can negatively impact therapists, the practice, and clients. When learners know how the training will benefit them, they are more likely to give their full attention to the course.
Results: An audiovisual asset to differentiate instructional methods.
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