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  • Laurie Brown Customer Experience Workshops and Training

    Customer Experience Workshops

    In Person & Virtual

Health Care Customer Service

Clear Communication is Key

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.

The impact of positive customer service on patient satisfaction and loyalty

When it comes to healthcare, not only is excellent customer service essential for the patient's well-being, but it also plays a significant role in their overall satisfaction and loyalty. Patients who receive outstanding customer service are more likely to feel valued and respected, leading to increased trust in their healthcare provider. This trust can then translate into a higher level of patient compliance with treatment plans and recommendations.

Furthermore, patients with positive experiences with healthcare providers are more likely to recommend them to others, which can result in increased business for the provider. In today's digital world, where online reviews hold immense power, positive word-of-mouth from satisfied patients can make all the difference.

In our Health Care Customer Service training program, we understand the critical role that excellent customer service plays in building lasting relationships between patients and healthcare providers. Our program teaches participants how to prioritize patient needs, effectively communicate with patients and their families, handle difficult situations with empathy and professionalism, and create a welcoming environment that fosters trust and loyalty.

At Laurie Brown Communication, we specialize in equipping healthcare professionals with the skills and knowledge to deliver unparalleled customer service. Our training programs are meticulously designed to address the unique challenges of the healthcare industry, emphasizing empathy, effective communication, and patient-centric care.

  1. Tailored Programs: Our training modules are tailored to the specific nuances of healthcare, ensuring that your team is well-prepared to navigate the complexities of patient interactions with grace and professionalism.
  2. Experienced Instructors: Learn from industry experts who bring real-world experience to the training room. Our instructors understand the intricacies of healthcare customer service and provide practical insights that resonate with your team.
  3. Measurable Results: We believe in tangible outcomes. Our training programs are designed to deliver measurable improvements in patient satisfaction, staff engagement, and overall service quality.

Invest in the heart of your healthcare institution—elevate your customer service standards with us. Let's redefine excellence in healthcare service, one patient interaction at a time.

Join us today and learn how to improve your healthcare customer service skills!

Every interaction the patient has with your office impacts how they feel about your practice. Hence, everyone in your practice needs to provide an exceptional experience for the patient and their family.

Your front staff has a huge impact on how your patients feel about your practice. Here is an article on the ten most important qualities for Front Desk Service.

Contact Laurie now at (248) 761-7510 for Health Care Customer Service Training.

This program is ideal for health care service providers.

Learning Outcomes

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:

  • Demonstrate positive front desk interactions
  • Communicate effectively on the phone
  • Describe methods of communicating bad news
  • Demonstrate how to deal with difficult patients
  • Develop ways to resolve patient issues
  • Discuss how to improve compliance and patient satisfaction
  • Practice listening and questioning skills
  • Improve empathy skills

We will customize this program or coaching session to address your wants and needs.

We have a team of talented speakers and trainers that can help your practice provide exceptional patient experiences.

Regina Clark, professional speaker

Regina Clark, CSP

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

James Feldman, health care customer service speaker

James Feldman

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, professional speaker

Wally Hauk

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.

Contact Laurie now at (248) 761-7510 for
Health Care Customer Service Training.

"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

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