General Hospitable: Keeping Your Patients Satisfied...
Run time: 20 Minutes
Filled with customer service tips your staff can put to use immediately, this video program does more than just teach specific skills, it provides your team with a vision of what your facility can be.
Comprised of seven mini-episodes, the program depicts a day-in-the-life of a patient, beginning with her admission and continuing right on through to her discharge. At each stage, viewers first see somewhat lackluster interactions followed by actively caring ones -- a juxtaposition that neatly drives home what an enormous difference a shift in focus can mean to patient and staff alike.
Healthcare employees and professionals will learn to:
- Avoid jargon and give patients the information to make informed decisions
- Ease patient's anxiety by taking ample time to explain information
- Solicit patients' problems so you can correct them
- Respect the patient's privacy
- Safeguard patient confidentiality and avoid comments they can overhear
- Practice service recovery by listening, apologizing and resolving problems
- Leader's Guide PDF
- (Support materials will be emailed to buyers)
Praise for General Hospitable:
"The program models the best practices from the time the patient arrives until the time they leave -- with special emphasis on preparing people for home self-care afterwards. I like the way it reinforces and illustrates the critical components of quality customer service in a healthcare environment. This program shows both the negatives and the positives (with the results of both) when patients interact with admissions clerks, technicians, doctors and nurses."
-The Bob Pike Group
General Hospitable and It's A Dog's World, together are making a difference:
"These two programs are perfect for hospital employees-who are so busy it is often difficult for them to watch and translate a non-healthcare based program to their work environment. Healthcare employees easily relate to the concepts presented. It is evident that these were CREATED for the healthcare setting."
-Director, Staff Education
-University of Kentucky Medical Center