Press Releases

Good Communication Can Improve Patient Outcomes and Customer Satisfaction

A new self-training guide shows clinical and non-clinical staff in hospitals, clinics, labs and private practice how to improve their communication skills for improved outcomes and customer satisfaction.

(Boonton, NJ, Nov 3, 2009) — 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 pleased with the services and treatments they receive.

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, author Karen Childress shows readers 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.

The accompanying Leader's Guide shows managers and practice administrators how to introduce communication skills training to their 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.

One vitally important point that Childress makes is that good communication and quality service may, in part, be a factor in reducing the risk of lawsuits. She says, "Patients can be very forgiving toward doctors and hospitals even when actual harm (albeit unintentional) has been done if they feel they've been treated with respect and compassion. And while it's far from an every day occurrence, poor communication or service on the part of staff can sometimes be the 'straw that breaks the camel's back' if a patient has a negative clinical outcome or suffers due to a medical error and is on the fence about filing a claim."

Communicating with Patients is one of six self-training guides from the Customer Service Group's Healthcare Division. Additional information on each of the guides is available online at http://www.CustomerServiceGroup.com/healthcare.php.

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About the Customer Service Group

For more than 20 years, the Customer Service Group has provided training and motivational materials to customer contact professionals in all industries.

Website: http://www.CustomerServiceGroup.com