Relationship & Reliability Training Program Development and Implementation

Designing Digitally worked closely with Wellstar Health Systems to develop an innovative eLearning solution that addressed these challenges head-on. The training featured human-like, AI-driven 3D avatars that acted as virtual guides and instructors, making the learning process interactive and engaging. These avatars facilitated real-life scenarios in which employees could practice essential communication and reliability skills, providing feedback and answers to their questions. The training was specifically designed to offer scenario-based learning that mimicked the types of situations clinical and non-clinical employees might encounter in their day-to-day work. For example, one scenario involved a finance coordinator who had to validate and verify budget discrepancies, while another featured a patient access coordinator resolving a registration error by using questioning techniques to avoid misidentifying a patient. This real-world relevance helped employees connect with the material in a meaningful way.

One of the key features of the solution was the tailoring of content to fit the needs of different employee roles. Clinical and non-clinical staff received training that was customized to reflect the specific challenges and responsibilities of their positions. The AI-powered system adjusted the training experience based on each employee’s role, ensuring that the learning was always relevant and applicable. Machine learning algorithms were integrated into the avatars, allowing them to adapt their responses based on the learner’s input, thus making the training dynamic and immersive. The training program was also deployed system-wide, accessible to all Wellstar employees across their network of hospitals, clinics, and doctor’s offices. This ensured that every employee, regardless of their location or schedule, could participate in the training and benefit from its personalized approach.

The implementation of this innovative training program resulted in significant improvements at Wellstar Health Systems. Employee engagement increased dramatically due to the interactive nature of the training, which provided a more engaging and effective learning experience compared to traditional eLearning courses. Employees were able to directly see the relevance of the content to their daily work, which made the training more impactful and meaningful. The program also led to improved communication and safety practices, particularly through the application of SBAR (Situation, Background, Assessment, Recommendation) and other reliability techniques. Employees learned how to navigate complex situations more effectively, using questioning, validation, and information verification techniques to avoid miscommunication and errors.

This training contributed to a measurable reduction in preventable errors, especially in areas like patient registration and communication, where even small mistakes can have significant consequences. The AI-driven platform also offered scalability, allowing Wellstar to roll out the training to its entire workforce while still providing a personalized learning experience for each employee. This adaptability means that as Wellstar continues to grow, its training programs can easily expand without losing their effectiveness. Perhaps most importantly, the training created a cultural shift within Wellstar towards a focus on reliability, accountability, and continuous improvement. By making reliability and clear communication a core part of the training experience, Wellstar made strides toward its larger organizational goal of achieving zero preventable harm.

The custom interactive eLearning solution developed by Designing Digitally for Wellstar Health Systems addressed the organization’s training challenges in an innovative and effective way. By integrating AI-driven avatars and scenario-based learning, the training provided a personalized, immersive experience for both clinical and non-clinical staff, equipping them with the skills they needed to improve reliability and safety in the workplace. This project not only demonstrated the power of experiential learning but also set a new benchmark for how technology can be used to train large, diverse workforces in the healthcare sector. Wellstar Health Systems’ success with this program illustrates the potential for immersive eLearning to drive meaningful change and improve outcomes across an entire organization, making it a valuable case study for future clients seeking similar results.