The Healthcare Professionals
Communicating with Patients: Improving Satisfaction and Outcomes
To help you get the most from your training materials, youll receive a copy of the Leaders Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed.
Best of all, you dont have to be a professional trainer to use the program because the Leaders Guide includes discussion topics, activities, trainers tips, and more.
Read the sample below to see how much useful information is packed into a brief section of this guide.
Activity 3: Reflective listening
The training booklet also includes a four-step approach to interacting with patients from Kathleen Daily Mock of HCC Consultants. The steps include: connect with patients, appreciate what patients are saying, offer an appropriate response, and empower patients by offering information and choices.
To offer an appropriate response, Mock introduces the concept of reflective listening, in which the listener repeats what he or she has heard so that the speaker knows that the message has been heard and understood.
Prepare a list of five typical statements that are shared by customers either in the office or over the phone.
Read the first statement aloud, then lead a group discussion. Ask team members for suggestions on how they would reply with reflective listening techniques. For example:
- Patient statement: The doctor wants me to come back.
- Reflective reply: Yes, the doctor would like to see you for a follow-up visit. Lets see when we can schedule that.
- Patient statement: I always see Dr. Wesley. There must be some mistake.
- Reflective reply: I understand that you always see Dr. Wesley, but he is out with the flu today and has asked Dr. Patterson to see you instead.