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It's A Dog's World

2nd Edition

After viewing this 14-minute health care customer service training video, you will never see patient interactions the same way again! It takes a light-hearted look at health care through the “patient’s perspective” and bypasses typical viewer resistance by engaging the imagination. As a typical patient’s journey is compared to his dog’s treatment at the vet’s office, viewers are given an impossible-to-ignore viewing experience. The It’s a Dog’s World video is a customer favorite!

  • Provides actionable techniques for improving patient satisfaction scores
  • Demonstrates how to manage patient anxiety at key points of interaction
  • Models the fundamentals of patient-centered care in only 14 minutes
  • Works well for both staff meetings and formal training programs
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Developed and produced in-house by CRM Learning, this title is among the industry's best--reflecting our tradition of excellence and effectiveness. All CRM Learning discounts apply.

Download sample training guide
Includes sample pages from the leader's guide and participant materials.

It's a Dog's World

CRM Produced

Run time: 14 Minutes

A smile. A reassuring manner. Undivided attention. Thoughtful, thorough follow-up calls. In today's busy health care settings, these "little things'' often fall by the wayside.

But when it comes to quality initiatives and patient satisfaction, it's the little things that matter most.

This updated version of a CRM favorite shows that everyone employed in a medical office, hospital, or clinic can make a difference in improving customer service.

This health care customer service training video follows the story of a man and his dog who go out for a walk one day and end up needing medical attention—fast. Man goes to his health care provider, dog goes to the vet, but one patient ends up with a far better experience. Here's a hint: It's not the man. Turns out, a dog's world is actually the nicest place to be if you get hurt.

It's a Dog's World video shows:
  • The patient experience from the patient's point of view
  • Easy ways to reassure people at critical points in their medical journey
  • The importance of respecting the patient's time, feelings and dignity
  • How an unprofessional manner erodes patient trust
  • Why follow-through is so important
  • The fundamentals of patient-centered care

Whether they're a volunteer, nurse, nurse practitioner, tech, doctor, or physician's assistant, It's a Dog's World is the perfect health care customer service training tool and reminds each and every health care worker that little things go a long way toward making patients feel more human—and less like a number.


  • chaptered DVD
  • Leader's Guide PDF
  • PowerPoint Presentation
  • Participant Handouts PDF
  • (Support materials will be emailed to buyers)


Praise for It's a Dog's World, 2nd Edition:

"I used the video at our staff meeting - It is the best investment that I have made in a while. The content was relevant and contained many learning points for the staff."
- HR Director
- Medical Practice

"It's still the greatest tool to use for training new and veteran employees about service excellence."
-Lori Jensen
-Director, Volunteer Engagement
-Summa Health System

"On a scale of 1-5, I would give this video the highest rating. For customer service, it is very well done, and I believe everyone can relate to the scenarios used to illustrate effective and helpful service."
-Paula Donson, Ph.D.
-Workforce Development Manager

"The best "bonus" I just discovered was the fact that the original movie was on this disc. I didn't realize we would be getting the 1st and 2nd editions."
-Victoria Mounsey
-Human Resources Employee Relations Secretary
-Ohio Valley Medical Center

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Cage Code: 3Q5F1, Status: Active, Expiration 01/20/2021

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