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Hospitality in HealthCare

Audrey Halpern is Keynote Speaker at Ijona Skills. She is assists employees in achieving their goals through the use of highly interactive participant-centered training methods which maximize outcomes. Audrey Halpern has had an exemplary 20+yr training facilitation/learning and development career, developing custom soft skills employee programs and on-boarding. Her background in human resources, instructional design and sales makes for effective workshop design. Her creative and engaging delivery sprinkled with impactful activities. Industries include: | Advertising / Direct Mail | Financial |........

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This Webinar qualifies for a recertification credit hour that may be counted toward SHRM-CP and SHRM-SCP recertification from SHRM.
This Lecture contains 0.5 credit points


Health care organizations are becoming more competitive and more driven by patient loyalty. Patient loyalty is primarily a function of how a patient feels they were treated during the receipt of their care. It's more important than ever for medical organizations to remain in-tune with the needs and perceptions of patients as well as providing thorough customer service training to employees. This is what's going to allow medical organizations to gain a competitive edge in a rapidly shifting industry.
When delivering care the focus should be on the patient and providing the best value for the individual, which means that healthcare providers and organizations must work to create a patient centric experience - which is why customer service is an imperative.

Why should you attend?

Creating a patient - centric experience means that you integrate communication and patient engagement to create the best possible experience.
Great patient service begins and ends with how you train your employees. Until recently, it's something that wasn't given a lot of attention in the healthcare industry and it began to take its toll. What?s important to remember is that these people who come into the hospital or doctor's office are still consumers and they have to be treated as such. Ultimately, health care providers have to be skilled, expert physicians, nurses, etc., but they also have to serve as a customer service representative, which can be a difficult undertaking. This webinar will highlight for you the areas to focus on in order to make the patient experience the best possible one.

Areas Covered in the Session:

  • Learn how to provide excellent customer service through Listening
  • Fundamentals of Hospitality in Healthcare and what it means to you and the patient
  • Understand the difference between reacting and responding
  • Learn how to best manage the day to day stress of the job by taking time for you
  • Accountability and Responsibility
  • Empathy
  • Understand the importance that core values have when treating patients
  • Learn more about the 4 basic patient needs
  • Learn positive phrasing when communicating with patients
  • Discover the role that your attitude plays
  • Learn how to manage patient expectations

Who can Benefit:

  • Healthcare professionals, medical center personnel     
  • All levels for administrative staff all the way to doctors and organizational leadership development.
Webinar Id: ISSAHP010

Duration: 60 mins

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