Patient care has become more than providing accurate diagnosis and treatment. Now every interaction between a patient, their family and healthcare provider is an important part of patient care and it can frame their experience with that provider. Patients are more educated than ever before and they have a great deal of power through word of mouth, surveys and online review sites. Because patients use these platforms to express their positive and negative experiences, they have a great deal of influence.
Every interaction the patient has with your office has an impact on how they feel about your practice, so everyone in your practice needs to provide an exceptional experience for the patient and their family.
Contact Laurie now at (248) 761-7510 for Health Care Customer Service Training.
This program is ideal for health care service providers.
Because every health care practice is unique, every solution needs to be unique as well. Here are some of the outcomes we could focus on:
We will customize this program or coaching session to address your wants and needs.
Regina Clark, CSP is an author, professional speaker and stroke survivor who was misdiagnosed by an ER physician when she showed up at an Emergency Room in New York. Her healthcare journey was full of mistakes and her message is full of hope, healing and humor. Fortunately, she recovered from her stroke and travels the country inspiring healthcare professionals to pay more attention to the patient experience and encouraging women to improve their self-care. Regina's neurologist told her that she probably recovered from her stroke because she takes care of herself. Regina's books include 101 Ways to Get Fit by Fifty and 101 Ways to Improve the Patient Experience.
Over the years, Jim Feldman has worked with an incredible range of clients: from Northwestern Hospital, Clear Choice, Cardinal Health, U.S. Department of Defense to Verizon, from Toyota to Apple, from the Y-ME National Breast Cancer Organization to the PAWS Chicago humane organization. His experience runs deep, but he routinely holds true to the same ideas, helping each organization take advantage of the resources they already had, but oftentimes didn't even realize were available, utilizing methods such as the re-engagement of talents, resources and energy already in the organization.
Wally Hauk holds a doctorate in organizational leadership from Warren National University, a Master of Business Administration in finance from Iona College, and a bachelor's degree in philosophy from the University of Pennsylvania. Wally is a Certified Speaking Professional (CSP). As a professor of Organizational Change and Development at the University of New Haven in Connecticut Wally received the highest ratings of all professors in 2012.
"Each trainee talked about useful nuggets they took from the training and could employ in real life situations. Here's a quote from one of our faculty: 'LAURIE WAS ENGAGING AS A SPEAKER. I learned to approach patient care differently seeing patients as different and not 'difficult'. I took away key points and different strategies to use in my interactions with patients—just a matter of finding the time to make adjustments and implement these changes."
—SARAH B. RAHMAN,
Baylor College of Medicine
…and get a Three Communication Techniques handout