Professional Customer Service in Healthcare Course

Introduction

    The importance of training courses is not only limited to professional life, as most of us think but training courses aim to transfer knowledge and practical experiences that enrich the skills of individuals and enhance their self-confidence, which contributes to the preparation of cadres which in turn contributes to the development and progress of institutions. Therefore, Strategic Vision Training Center aims to enhance the skills and experiences of individuals through the strongest training programs to keep pace with every development in the labor market.

Objectives

• Increase awareness and skills for professionals who focus on patient health care and who have a passion for patients.

• Building and maintaining effective internal and external relations strategies.

• Build a training culture that supports an exceptional patient care experience.

• Identifying differences in patients' values, preferences, and expressed needs.

Who should attend?

• Leaders of the healthcare team.

• Heads of Departments.

• Patient support services team.

• Operations team.

• Quality officials.

• Head nurse and patient safety officer

Course content:

• The first axis: directing the focus on the patient

• Types of clients.
• customer behaviors
• Research results

• Dealing with complaints as a step to improve performance.

• The second axis: improving performance

  • Communication skills with clients.

  • emotional smartness.

  • Promote teamwork.

  • the management of change.

• The third axis: directing results

  • Balanced decision making.

  • Understand the use of motivation.

  • body language.

• The fourth axis: directing the quality of health care

  • Customer satisfaction indicators.

  • Cost and quality advantages.

  • Continuous improvement process.

  • Obstacles to achieving quality.

• Fifth Axis: Negotiation Skills

  • The concept of the negotiation process.

  • The importance of negotiation.

  • Characteristics of the negotiation process.

  • Elements of effective negotiation.

  • The stages of the negotiation process.

  • Principles of effective negotiation.

  • Negotiation strategies

Training methods:

• Case studies and practical exercises

• Role-playing

• Work simulation exercises

• Related videos

• Visual display

• Group workshops

• Guidance

Preparing the training bag

• At Strategic Vision Training Center, we are always keen on providing the best standards for the training content we offer

• Each program and training bag should include several axes:

           Analysis - Design - Development - Implementation – Evaluation

• In addition to, specialized team in designing training materials with the best quality standards which is appropriate to the needs and variables of training

Preparation of the training environment

One of our top priorities

• Choosing a training site, which is easy to be accessed by the trainees and that the training halls are suitable for the training program in terms of quality and luxury standards that we are keen on

The following factors are taken into consideration when choosing a training hall:

•  General atmosphere (space - system - ventilation)

•  Equipment of the hall (a place for rest periods - the quality of the offered food and beverage)