Excellence in patient service

About the course:

This course is designed to enhance the communication, empathy, and service delivery skills of healthcare professionals who interact directly with patients. Whether in hospitals, clinics, or private practices, participants will learn the best practices and principles that foster trust, satisfaction, and loyalty among patients. The course blends practical tools with real-life healthcare scenarios to promote a patient-centered approach and improve overall service quality.

Course Objectives

• By the end of this course, participants will be able to:

• Understand the importance of patient service in the healthcare industry.

• Apply effective communication techniques tailored to patients’ needs.

• Demonstrate empathy and emotional intelligence in patient interactions.

• Handle patient complaints and difficult situations professionally.

• Improve service standards through active listening and problem-solving.

• Foster a culture of patient-centered care in their organization.

Module 1: Introduction to Patient Experience

·       Service Vs. Products.

·       Experience is Everywhere.

·       Why Patient Experience?

 Module 2: Organizational Values and Personal Values

·       Definition of values

·       Organizational values

·       Personal values

·       Alignment of personal and organizational values

·       Conflict between organizational and personal values

 Module 3: Empathy

·       What is Empathy?

·       Sympathy, empathy, and compassion

·       The SOLER model

·       Elevator Pitch

·       Body Language

·       Effective team communication

 Module 4: The Impact of Professional Appearance Among Nurses in Healthcare

·       Introduction

·       Evidence-based impact

·       Case studies

·       Standards for nurses’ professional appearance

·       Patient-centered benefits

·       Practical guidelines

·       Activities and discussion

·       Resources and videos

 Module 5: Professionalism

·       What is professionalism?

·       Professional behaviors for nurses

·       Enabling professionalism

·       Impact on professional identity and team dynamics

·       Real-world example: New York-Presbyterian Hospital

 Module 6: Creating a Positive 1st Impression and Telephone Communication

·       1st impression

·       Building rapport

·       Universal relationship skills

·       Confidentiality

 Module 7: Service Excellence and Service Recovery

·       Service excellence

·       Tools

 Module 8: Service Recovery

·       Service failure examples

·       Service recovery

·       Tools