Catalog Number : aglb1937
Title : Keys to Improving Service Quality
Speaker : Lou Benson

Webplay Recording Date : 11-10-2015
Webplay Price : $ 125 for two weeks viewing

Webinar Description: 

You already know that patient satisfaction is critical to your success and survival. While clinical quality and productivity remain important measures of success, patient and family member satisfaction is equally important.

Patient satisfaction surveys show that today’s healthcare consumers are more sophisticated. They demand better quality and greater service than ever before. The individual points of contact between staff and patients are critical "moments of trust" that will determine whether you are meeting their needs and wants.

Service excellence success is the result of effective processes carried out by caring, competent people. It starts with an understanding of why patients are your primary customers and why each staff member is here. Patient and family member satisfaction occurs when they know the value of the services they received and feel valued.

This webinar will provide 9 advanced techniques to improve service and support that will result in higher patient satisfaction. Take these ideas back to your organization and WOW! your patients and other customers.

Webinar Objectives:

• Increase levels of patient satisfaction
• Advance your mission of serving patients to a higher level
• Create a stronger service excellence commitment
• Increase the confidence and competence of staff to improve service quality

A few of the topics that will be covered:

• Critical Patient Satisfaction Issues
   • Evaluate and act on your patient satisfaction surveys.
   • Distinguish between patient needs and wants.
   • Create a patient-oriented culture.
• Moments of Trust
   • Cultivate a caring image.
   • Put your patients first.
   • Use simple PI processes to improve service quality.
• Elevate Patient
   • Practice service recovery before you need it.
   • Improve internal interface points.
   • Make a great first and lasting impression.

Target Audience: 

Session is recommended for senior managers, managers, supervisors and staff dealing with service excellence and patient relations.

Contact Hours:

• All participants: Must attend the entire Webinar and complete a Webinar critique to receive a 1.5 Hour Attendance Certificate for each program.
• Completion of offering required prior to awarding certificate.

Refund Policy: