Changing Your Patient Experience
Course Info
Code IND05-106
Duration 5 Days
Format Classroom
Course Summary
Everyone knows that every person in the medical career has a shared goal. This goal is to bring you the perfect healthcare; people in this field enter their job solely on the notion of saving lives and making someone’s life better. Those also need to be the people to keep everything in line and know when to step up and take charge.
These roles require more than pure luck and good management skills. Each medical professional, no matter what part they play, needs discipline, teamwork, a positive attitude, and, most importantly, good communication skills.
Receiving medical care can be a stressful time, and it’s essential that the customer journey is always considered to make their treatment as easy as possible. Communicating with customers or patients is a massive part of the job due to its public-facing nature. This requires careful consideration, emotional intelligence, and active listening skills to help remove the anxiety and stigmas from a stressful medical appointment. Friendly reassurance, a confident posture, and a patient-driven environment can make 100% of the difference and transform medical practice in the eyes of the patient.
- To utilize and advance your communication skills in a professional setting.
- To grow as a person and learn to empathise with patients.
- To outgrow customer expectations as well as your own.
- To ensure the patient is cared for and has your utmost support during the entirety of their patient experience.
- To employ and build upon your coaching skills.
- To create an engaged, positive environment for both employees and patients.
- To give clear instructions and focus your attention on your customer journey.
This course is designed for anyone within the medical field working close to members of the public or seeking appropriate skills to improve communication with patients or customers. It would be most beneficial for:
- Medical Receptionists
- Nurses
- Dentists
- Psychologists
- Pharmacists
- Anaesthesiologists
- Optometrists
- Paediatricians
- Radiologists
- Therapists
- Surgeons
This course uses a variety of adult learning methods to aid understanding. The participants will be subject to trainer-led classes which will open the participant up to a deeper understanding of a patient-based workplace.
Participants will take part in activities both group and individual in order to conduct more appropriate or acceptable patient communication through role play. These tasks will include but not be limited to, real world case studies, videos and trainer led discussion groups to gain deeper understanding of opinions from all active participants.
Course Content & Outline
- Your 4 main customer groups.
- Customer types and demographics.
- Customer behaviours and how to deal with them faultlessly.
- Managing complaints in the correct manner.
- Making sure you listen and keeping your customers happy.
- Ensuring you have been doing research correctly.
- Learning how to be emotionally quotient towards yourself and others.
- Remaining focused and composed during any tasks.
- Making sure to promote teamwork as a core value.
- Healthily coping and managing change.
- Clear communication with customers and co-workers.
- Pushing yourself and gaining the motivation to improve.
- Encouraging others to be their best selves.
- Thoroughly Analysing Situations to ensure you have the best results.
- Complete straightforward and successful communication.
- Appropriate body language at times when it matters.
- Using sandwich techniques to figure out your weaknesses and how to improve.
- Ensuring your decisions are well thought out, structured, and make sense.
- Learning about the PDSA cycle and how it will affect you.
- Pricing for better quality healthcare over more for less.
- Take active steps to achieve better quality results which will improve patient morale.
- Making sure you provide care as efficiently as possible to your patients to ensure the best gratification.
- Learning multiple negotiation styles depending on the client.
- Make sure you find the BATNA to your situation.
- Keep your WAP to yourself as when revealed you could be negotiating from a position of weakness.
- Ensure that you and your client reach the ZOPA to ensure you both meet in the middle.
- Set firm agreement barriers and make yourself clear and heard.
- Make use of win-win techniques
- Make sure you’re willing to compromise.
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