Training Duration: 3 Days / 18 Hrs
• Introduction to the Training:
– While medical expertise is the top priority, patients and families place a high value on care and empathy.
– This training focuses on developing communication and interpersonal skills to consistently express a caring attitude, even in high-pressure environments.
– Participants will learn how to convey empathy, manage patient concerns, and deliver service that builds trust and loyalty.
• Training Outlines:
– The Patient Relation Lifecycle
– Weight of Gaining/Losing a Patient
– Patients as Forced Customers
– Identifying Your Customers
– Patient Needs and Wants
– Handling Difficult Patients
– Solving Patient Problems
– Creative Solutions for Patient Challenges
– Making the WOW Recovery Effect
– From Dissatisfaction to Delight
• Training Objectives:
– Deliver quality care with limited resources while maintaining patient loyalty
– Reduce complaints and turnover through improved communication
– Minimize litigation risks via stronger interpersonal skills
– Build patient loyalty and encourage positive word of mouth
– Support continuous improvement and team collaboration
– Boost morale, attitude, and service mindset
– Empower staff to handle patient issues effectively
• Who Should Attend:
– Nurses, doctors, and medical staff
– Patient service and front-desk personnel
– Hospital admin and support teams
– Healthcare team leaders and supervisors
• Why Attend:
– To enhance patient satisfaction through empathy and communication
– To build loyalty and trust in healthcare services
– To manage patient issues professionally and compassionately
– To reinforce a culture of care, teamwork, and service excellence
