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Courses /General Hospitable
General Hospitable
The Basics of Patient Satisfaction
20 minute streaming video
English and Spanish
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Keeping patients satisfied is the key to just plain keeping them.
Most patient complaints have nothing to do with medical issues and arise because patients feel they aren't being listened to, or that their questions and concerns are unimportant. This course will teach your healthcare employees how easy and satisfying it is to offer high-quality patient care.
Comprised of seven mini-episodes, General Hospitable: Keeping Your Patients Satisfied...(and just plain keeping them) depicts a "day-in-the-life" of a hospital patient beginning with her admission, and continuing through her discharge. It illustrates lackluster interactions between the patient and healthcare professionals, followed by actively caring interactions – a juxtaposition that neatly drives home what an enormous difference a shift in focus can mean to patient and staff alike.
Your staff will learn how to:
- Avoid jargon and give patients all the information they need to make informed decisions
- Ease patients' anxiety
- Solicit patients' problems
- Avoid making negative comments
- Respect patients' privacy and safeguard confidentiality
- Practice service recovery by listening, apologizing and resolving problems
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