Hospitality in Healthcare: Creating a Patient-Centric Experience

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    Speaker: Audrey Halpern
    Date: Tuesday, June 11th
    Time: 01:00 PM EDT | 10:00 AM PDT


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    Duration: 60 Minutes
    Product Code: 50846
    Level: Intermediate

OVERVIEW

Healthcare organizations are becoming more competitive and more driven by patient loyalty. Patient loyalty is primarily a function of how a patient feels when they are treated during the receipt of their care. It’s more important than ever for medical organizations to remain in-tune with the needs and perceptions of patients as well as to provide thorough customer service training to employees.

Hospitality in healthcare is an important subject now and this is what’s going to allow medical organizations to gain a competitive edge in a rapidly shifting industry.

WHY SHOULD YOU ATTEND

When delivering care the focus should be on the patient and providing the best value for the individual, which means that healthcare providers and organizations must work to create a patient centric experience-which is why customer service is an imperative.

This webinar will highlight for you the areas to focus on in order to make the patient experience the best possible one. Attend this webinar to know the fundamentals of hospitality in healthcare and the techniques of managing patient expectations.

AREAS COVERED

  • Learn how to provide excellent customer service through listening
  • Fundamentals of hospitality in healthcare and what it means to you and the patient
  • Understand the difference between reacting and responding
  • Learn how to best manage the day to day stress of the job by taking time for you
  • Accountability and responsibility
  • Empathy
  • Understand the importance that core values have when treating patients
  • Learn more about the 4 basic patient needs
  • Learn positive phrasing when communicating with patients
  • Discover the role that your attitude plays
  • Learn the techniques of managing patient expectations

LEARNING OBJECTIVES

Creating a patient-centric experience means that you integrate communication and patient engagement to create the best possible experience.

Great patient service begins and ends with how you train your employees. Until recently, it’s something that wasn’t given a lot of attention in the healthcare industry and it began to take its toll. What’s important to remember is that these people who come into the hospital or doctor’s office are still consumers and they have to be treated as such.

Ultimately, healthcare providers have to be skilled, expert physicians, nurses, etc., but they also have to serve as a customer service representative, which can be a difficult undertaking.

WHO WILL BENEFIT

  • Healthcare Professionals
  • Medical Center Personnel
  • Shift Leaders
  • Management Consultants
  • Vice Presidents
  • Directors
  • Supervisors

SPEAKER

Audrey Halpern is a soft skills training facilitator consultant with 20+ years of experience. Audrey’s is currently a  faculty member of American Management Association where she trains productivity and communication skills.

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Purchase Options

Live Session

For One Participant

$189

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Group - Max 10 Participants from one Location.(For multiple location please contact our customer support team)

$499

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Recorded Session

Get unlimited access to the link for six months. Login information will be shared 24 hours after the completion of Live webinar

$219

Training DVD or USB Flash Drive

Free shipment within 72 Hours, from the date of webinar completion

$399

Super Combo Offer 1

Live and Recorded webinar for $329 only!

$329

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Super Combo Offer 2

Live and Training DVD / USB Flash Drive for $479 only!

$479

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