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Communicating with Patients: Improving Satisfaction and Outcomes

Communicating with Patients: Improving Satisfaction and Outcomes

Each pack includes 10 booklets and one leader’s guide. $54.95

Table of Contents

Booklet Sample

Leader’s Guide Sample


Time pressures and other stressors can interfere with the ability of clinical and non-clinical staff to communicate with patients in ways that make them feel respected, cared for, and valued.

With the right training, your staff can improve their communication skills to ensure the highest level of patient satisfaction and the best possible clinical outcomes.

In the new training guide, Communicating with Patients, your staff will learn why good communication is a skill that can never be taken for granted, the important role of listening in good communication, specific strategies to avoid confusion and encourage two-way communication with patients, appropriate ways to express empathy and caring, and more.

To learn more about Communicating with Patients, you may read the sample section, Why good communication matters. You’ll see just how much useful, skill-building information is packed into this practical guide.

Communicating with Patients is provided in packages of 10. You’ll have a copy for everyone on staff, from receptionists and billing specialists to clinical staff. You’ll also receive your manager’s copy of the Leader’s Guide.

Leader’s Guide

Your Leader’s Guide will show you how to conduct training sessions on the material in the booklets. You’ll receive sample dialog, activities, and tips to engage everyone on your team.

To learn more, read the sample section.

Table of Contents

  1. Why good communication matters
    • Retaining patients
    • Improving outcomes
    • Reducing risks
    • Fixing problems
  2. Improving listening skills
    • Practice active listening
    • Use open-ended questions
  3. Communicating to improve health outcomes
    • Avoid jargon
    • Watch for confusion
    • Encourage feedback
  4. Expressing empathy and caring
    • Sometimes less is more
    • Connect with eye contact
    • Appropriate, caring touch
    • Offering resources
  5. Collaborating with patients
  6. Using the CARE model
    • Connect with patients
    • Appreciate what patients are saying
    • Respond appropriately
    • Empower the patient by offering information and choices

Your Guarantee of Satisfaction

Communicating with Patients: Improving Satisfaction and Outcomes is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training guides, DVDs, and Customer Service Week celebration materials.


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