Healthcare organizations face the challenge of assuring that all staff that interact with patients use effective communication skills. Patients have better health outcomes when good interactions with staff encourage them to adhere to treatment plans and follow up with care. Patient satisfaction and member retention are enhanced when staff members communicate effectively with patients. While some general concepts about customer service from retail and service industries may apply to health care, in many ways health care is different. It’s not the same as selling shoes, serving food, or working at a bank. The receptionist or medical assistant may be greeting a patient who is physically uncomfortable, frightened, or angry; family members may be anxious or distressed as well.
Staff members in medical organizations aren’t simply selling the patient a product; instead they are involved in complex interactions with patients to promote improved health and manage health care resources. The workshop is a fast paced interactive program that gives participants opportunities to practice skills and techniques, not simply hear about them. Participants view video encounters between staff and patients and work in small groups on skills that apply in a variety of realistic situations.
By the end of Treating Patients with C.A.R.E., participants will be able to:
· Identify staff/patient interactions that lead to positive outcomes
· Describe effective communication strategies for connecting with patients and appreciating their circumstances and experience
· Give examples of effective responses to patients and to involve them in their own health care
· Apply the C.A.R.E. model in the settings in which they work
Treating Patients with C.A.R.E is open to all health care providers’ administrators, receptionists, policy makers, community support/outreach workers, recreation therapists, healthcare students and all other providers who support person-centered care.
The Treating Patients with C.A.R.E workshop is FREE and open to all Health/Community Service Providers. Spaces are LIMITED!