Hospitality in Healthcare: Creating a Patient-Centric Experience

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    Speaker: Audrey Halpern

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    Duration: 60 Minutes
    Product Code: 50846
    Level: Intermediate

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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.


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.


  • 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


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.


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


Years of Experience: 20+ years

 Areas of Expertise: Soft Skills Training, Facilitation, and Content Development

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

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