The Healthcare Professional’s

Making a Difference With Excellent Patient Service

5-1/2" x 8-1/2", softcover, 11 pages, 5 copies per pack, PLUS Leaders Guide. $32.95. Table of Contents Leader’s Guide Sample Section Order Now

In Making a Difference with Excellent Patient Service, your clinical and non-clinical staff will discover the importance of customer service and learn to make each customer interaction so positive that patient’s will sing your praises to friends, family and coworkers.

The guide includes valuable information on how patients assess healthcare excellence, how to meet patients’ expectations, a three-step process for recovering when expectations are not met, how to work well with internal customers, and finally how to stay positive despite a stressful environment.

The largest of the five sections covers understanding and meeting patients’ expectations. Here, your staff will learn how to give patients their full attention, introduce themselves as professionals, show genuine concern for patients and their feelings, treat each patient as unique, show respect and appreciation, manage expectations, and more.

To learn more about Making a Difference with Excellent Patient Service, you may read the sample section, Manage Patient Expectations. You’ll see how much useful, skill-building information is packed into a brief section of this practical guide.

Making a Difference with Excellent Patient Service is provided in packages of five. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff.

Leader’s Guide

To help you get the most from your training program, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the program to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques and refreshers to continue to reinforce the message long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more that you can use to conduct your training like a pro.

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