MEDICAL SERVICE TRAINING GROUP - - - ClarenceFisher@MedServiceTraining.com

"on-site" Medical Practice training workshops

PATIENT SERVICE FUNDAMENTALS

PATIENT SERVICE FUNDAMENTALS

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

PATIENT SERVICE FUNDAMENTALS

PATIENT SERVICE FUNDAMENTALS

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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

PATIENT SERVICE FUNDAMENTALS

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

"ON-SITE" Hospital TRAINING WORKSHOPS

Patient Service Basics for Hospitals

Patient Service Basics for Hospitals

Patient Service Basics for Hospitals

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It has always been a moral imperative for hospitals and health systems to provide a high-quality patient experience, but now that the Centers for Medicare & Medicaid Services is tying reimbursements to HCAHPS scores, it's becoming a financial priority, as well.  This program will help your hospital staff learn the critical skills needed to provide 5-Star patient experience. 


Learning Objectives:

- Understanding the patient’s mindset
- HCAHPS Overview
- The Basics of Great Patient Service
- Service Recovery


Audience: Clinical & Non-Clinical Staff


Duration: 4 hours 

Telephone Skills for Hospitals

Patient Service Basics for Hospitals

Patient Service Basics for Hospitals

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The telephone is the primary method used by patients to communicate with hospitals. So excellent telephone etiquette and patient service is required to improve the patient’s experience. This program will help your hospital staff learn the critical skills needed to provide courteous and polite patient service over the telephone


Learning Objectives:

- Understanding the patient’s mindset
- Review basic telephone etiquette
- The Basics of Great Patient Telephone Service
- Telephone Service Recovery


Audience: Non-Clinical Staff


Duration: 4 hours 

Surviving Angry Hospital Patients

Patient Service Basics for Hospitals

Surviving Angry Hospital Patients

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Angry and disruptive patient behavior in some hospitals is up significantly. These incidents can range from abusive language to physical assaults in extreme cases. With disruptive patient behavior increasing, it critical to train your hospital staff how to successfully survive the disruptive behavior.


Learning Objectives:

- Know how to identify and assess disruptive patient behavior
- Understand how to de-escalate patient anger
- Know steps for issuing a warning
- Know the process for handling threatening patients


Audience: Clinical & Non-Clinical Staff


Duration: 4 hours