Patient Care Excellence

Introduction to the Training:

While the medical competence of healthcare providers and their staff is Priority Number One among patients and their families, caring is a close second. That caring can only come across through well developed communication skills and a heightened sense of empathy.

Caring about others comes naturally; the challenge is showing that you care despite being busy, tired or focused on other work. The Patient Care Excellence will explore skills needed to consistently convey a caring attitude in a positive and sincere manner. Caring must be developed through communication skills and heightened sense of empathy.

Training Outlines:

• The Patient relation lifecycle
• Weight of gaining/losing a patient
• Patients are forced customers
• Who are your customers
• Patient needs and wants
• Handling difficult Patients
• Solving Patients problems 
• creative solutions for patient’s challenges
• making the WOW recovery effect
• getting from dissatisfaction to Delight

Training Objectives:

• Enable employees to accomplish more with fewer resources while maintaining quality of work and client loyalty.
• Reduce customer complaints and staff turnover.
• Lessen the risk of client litigation through enhanced staff interpersonal skills.
• Build patient loyalty and positive word of mouth advertising.
• Support continuous quality improvement initiatives.
• Create pride in routine performance.
• Encourage and support employee teamwork.
• Improve attitude, morale and communication skills.
• Reinforce your customer service philosophy.
• Empower staff to deal more effectively with patient problems

Certification:

Upon the successful completion of the Patient Care Excellence  you will be certified from Standards as well as the European Management Academy (EMA).