The essence of healthcare delivery is caring, but caring is more than just a word. Caring is how we feel about our patients to whom we provide services, treatment and support. Creating the ultimate patient experience is more than simply being physically present. Patients’ feelings must be taken into account and empathize with their needs as well as their desires.

This 5-day course on Delivering Healthcare Services with Feelings is designed for healthcare centres, hospitals, clinics, lab administrators and healthcare workers, in general, to foster a positive care attitude, manners, and facilities amenities as necessary tools in the patient treatment process. Delivering Healthcare Services with Feelings will help new and experienced staff members deliver a powerful impact on patient experience and care, thus improving employees’ performance and the quality of care your organization provides.

For whom:

This program is designed for primary healthcare givers, recuperative caregivers, community and other healthcare facility administrators, Doctors, Nurses, hospital administrative staff, chief nursing officers, department directors and other healthcare professionals at supervisory, management or executive levels with responsibilities that interface with patients.

Learning objectives:

At the end of the program, participants will be able to;

• Learn how to optimize patients’ experiences by empathizing with their needs as well as their desires.
• Improve their customer care performance and the quality of care their organization provides.
• Learn how to establish patient-centred attitude
• Provide excellent service through effective communication via good listening skills, asking the right questions, and good verbal communication skills
• Identify and address patient needs and understand the patient’s situation.
• Maintain happy patients by following up and addressing complaints,
• Use the L.E.A.R.N. model for handling complaints, turning difficult patients around, and recovering from a service breakdown
• Learn in-person customer service management
• Learn telephone etiquette in handling complaints
• Discuss how to manage the customer service program with an emphasis on building a motivated customer service team.
• Examine how company policies can impact customer service
• List steps to effectively handle difficult patients, de-escalating anger, establishing common ground, setting your limits, and managing your own emotions
• Learn to cope with insults, and deal with legal and physical threats