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Service Excellence

A Time to Care

In today's information-age, the patient has become an informed partner in their treatment plan. People often come to the facility with some knowledge of their health issue and have questions ready. Patients have a willingness to gain more insight into what ails them and are more apt to want to discuss various treament options. Meeting the needs of these patients, and giving them a positive experience overall, requires that healthcare providers be experts at customer service and communication.

  • Explains to healthcare workers the importance of service skills
  • Depicts the type of communication patients expect
  • Helps build patient loyalty in today's competitive healthcare market

This product does not have:
  • Sample Training Guide
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Service Excellence: A Time to Care

Run time: 21 Minutes

Service Excellence: A Time to Care informs healthcare professionals about the importance of customer service in today's competitive healthcare environment. The patient is entering into a partnership in their healthcare plan -- with high customer service expectations. This creates a huge challenge for healthcare workers to deliver attitudes and actions that reflect the highest quality healthcare.

This program focuses on specific techniques to keep customers satisfied -- and coming back -- including communication basics, how to make a good first impression, telephone etiquette, and how to treat patients with respect and courtesy in all areas of the facility. It also presents methods to turn patient problems into patient satisfaction.

Covered are the main points to remember for customer relations in the healthcare field:
  • Patients Expect Good Customer Service
    - What it takes to deliver excellent service
    - How to show courtesy, respect and honesty
  • A New Era of Accountability
    - How the customer has elevated from a patient to a partner
    - Recognize the value of healthcare report cards
  • Impressions: First and Lasting
    - Determine when first impressions are made
    - Recognize what the patient judges
    - Examine the costs of losing a patient to other providers
  • Meeting Patient Expectations
    - Explore telephone etiquette
    - Evaluate in-treatment settings techniques
    - Support patients' need to know
    - Demonstrate good listening skills
  • Turning Trouble to Satisfaction
    - How to think of patient problems as opportunities
    - Examine actions most likely to cause patient dissatisfaction
    - How to use a service-recovery system

A Coastal/Dupont Title


  • DVD
  • Leader's Guide on the DV-Rom


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