Patient Care Begins at the Front Desk:

Customer Service Skills for Healthcare

To say that health care has changed dramatically over the last few years would be an understatement. This year, the US Department of Health and Human Services will begin to survey recently discharged patients on their customer service experiences at the hospital. The demands on staff at clinics, hospitals and medical offices have grown at an exponential rate.

Medical personnel are barraged with internal and external request, and job requirements that often stretch their patience and go beyond their training. On any given day they face irritated patients, stressed out co-workers, and demanding doctors. All the while, they must maintain their professionalism and tact.  This has raised the skill requirements necessary to be considered a healthcare professional.

Additionally, patients have become more informed and less tolerant. They are, at times, more demanding and less understanding. Healthcare is facing competitive economic times. Competent care is expected. So what drives patients to choose one provider over another? In addition to safety and quality, patients are looking to feel cared for.

Patient Care Begins at the Front Desk offers each attendee the opportunity to learn, develop, and apply skills needed to go beyond patient expectations and  provide excellent customer service to the patient and their family. It focuses on the skills needed to create a more positive work environment with the staff. A better, less stressed environment translates to a better, more beneficial doctor visit for the patient. Patient care really does start at the front desk. --- But it doesn't end there!

Call Us:

1-800-MOTIVE8

or

1-828-256-9955

Attendees will learn...

• The value of customer service to an organization

• What distinguishes customer service in the healthcare environment

• How patients differ from customers

• The rule that ensures patients will be satisfied during every interaction

• 3 essential elements of meaningful patient care

• How to balance the areas of excellence of a patient care representative

• How to make first and lasting impressions that makes patients feel CAREd for

• At least 3 ways to keep your cool in the heat of the moment

• The value of complaints to an organization

• The 3-step method to ensure Care/Service Recovery has a positive outcome

• How to be prepared for any confrontation

• How to say "No" professionally 

• How to utilize positive language even with negative people 

• 8 phrases and 10 words that motivate a positive response

• Handle a patient or family member who wants to talk to your boss 

• And much, much more... 

" This program should be required training for anyone dealing with patients, family, doctors or co-workers."

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