A patients’ perception of the quality of the service they receive is highly dependent on the quality of their interactions with their healthcare clinician and team. Patient’s biggest complaint is that there is either a lack of communication or ineffective communication regarding their healthcare. Research evidence indicates that there are strong positive relationships between a healthcare team member’s communication skills and a patient’s capacity to follow through with medical recommendations, self-manage a chronic medical condition, and adopt preventive health behaviors. Frontline healthcare staff must practice effective communication strategies when interacting with their patients and other healthcare team members, both are essential in effectively coordinating care.
This course aims to provide an overview of effective communication skills, while also exploring good customer service practices that can improve the overall experience for patients.
Studies show that the clinician’s ability to explain, listen and empathize can have a profound effect on health outcomes, as well as, patient satisfaction and experience of care. In this course, healthcare providers will examine effective methods of clear communication and customer service skills. Participants will review the importance of developing and presenting excellent communication techniques in healthcare settings. The course presents best practices for healthcare professionals to effectively communicate with their patients, colleagues and other team members. An overview of conflict management skills that support excellent customer service is presented followed by a review of how tone and body language impact overall communication.
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Learning Objectives:
- Understanding why care coordination staff need excellent communication skills
- List best practices for communicating with patients in person, by phone, and via email
- List best practices for communicating with an interdisciplinary team
- Discuss how body language and tone affect communication
- Describe good customer service
- Understand basic conflict management skills to deliver excellent customer service
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