Training Duration: 3 Days / 18 Hrs
Introduction to the Program:
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
