Medical Service Training Group

Improving your
Patient's Experience

Facts about us

WHAT DO WE DO?

We help our medical clients...

  • Provide outstanding patient service

  • Significantly improve how they manage and contain angry and disruptive patients    

HOW DO WE IT?

We provide our medical clients...

  • "Patient Service Workshops" that are customized just for their organization

  • "Do-It-Yourself" Patient Service Workshops that can be used by Managers and Administrators.  


WHY PICK US?

Our training staff...

  • Has over four decades of training experience

  • Works exclusively with medical practices and hospitals on patient services issues.

  • Has conducted MGMA training workshops at the state and local level

Our "on-site" training workshops

PATIENT SERVICE FUNDAMENTALS

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Today’s patients expect their healthcare providers to give outstanding medical treatment as well as outstanding patient service. Over the years medical treatment has improved dramatically but patient service has not. This program will help your staff learn the skills needed to provide outstanding patient service. 


Learning Objectives

- Understanding how “Attitude” drives patient service 

- Know the “Polite Words” and “Bonding Actions” that enhance patient service 

- Learn specific job behaviors that improve patient service 


Audience: Administrators and Office Staff


Duration: 2 - 3 Hours

SERVICE RECOVERY

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No matter how hard your staff tries to provide great patient service, sometimes patients will become angry. Regardless of the “cause” of this anger, your staff must be trained on how to handle the patient’s anger. This program will help your staff learn the techniques needed to reduce and manage patient anger. 


Learning Objectives

- Understanding what causes patient anger 

- Know the steps to “De-escalate” and “Defuse” patient anger 

- Understand what phrases undermine service recovery efforts


Audience: Administrators and Office Staff


Duration: 2 - 3 Hours

MANAGING DISRUPTIVE PATIENTS

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The vast majority of your patient encounters are pleasure and rewarding. But there are also a few patients who seem to enjoy being disruptive and threatening.  Unfortunately, in today’s combative environment disruptive patients are becoming more frequent and more frightening.  This program will help prepare your staff for their next disruptive patient incident.  


Learning Objectives :

- Know how to establish "Patient Boundaries"

- Develop a set of "Crisis Actions"

- Understand how to de-escalate patient anger 

- Know the process for removing a disruptive patient from the facility


Audience: Administrators and Office Staff


Duration: 2- 4 Hours

"Do-It-Yourself" training workshops

New products are coming soon!

Contact Us

Drop us a line!

Medical Service Training Group

1612 Heatherloch Drive - Gastonia, NC 28054

(704) 674-8482