Customer Services Training for Hospital Workers (Lagos)

INTRODUCTION

Customer service training for hospital workers are multifaceted and the importance of it cannot be over emphasized. Patients and their families often experience anxiety, stress, and fear during their hospital visits. By equipping hospital workers with customer service skills, they can effectively empathize with patients, listen to their needs, and communicate effectively, thus alleviating some of the stress and discomfort associated with medical procedures and healthcare interactions.

This comprehensive customer service training promises to bring a significant increase in patients’ satisfaction. When patients feel heard, respected, and well-cared for, their overall experience improves, leading to higher patient loyalty, enhanced word-of-mouth referrals, and a positive hospital reputation. Moreover, this training also impacts staff morale, as it equips employees with skills that enhance their interactions with patients. This, in turn, fosters a positive work culture and reduces stress levels among hospital staff.

This exciting and interactive C4 Consultants training has been designed to help participants discover how to improve communication skills, foster empathy, enhance patient interactions, handle difficult situations professionally and empathetically while considering the patients’ emotions and concerns, de-escalate conflicts, manage challenging personalities, and maintain a compassionate approach even in demanding circumstances.

At the end of this training, participants will be able to develop competencies in:

·        effectively communicating with patients,

·        creating a positive and empathetic healthcare environment for patient satisfaction,

·        resolving conflict in the workplaces,

·        being culturally and emotionally sensitive, and

·        managing challenging personalities.

TRAINING OBJECTIVES

The objectives of this Customer Services Training for Hospital Workers are to:

a.      improve the overall patient experience in healthcare settings,

b.      equip hospital workers with customer service skills like listening to patients’ needs, communicating effectively, etc.

c.       foster empathy,

d.      enhance patient interactions and

e.      de-escalate conflicts among patients and among hospital workers themselves.

WHO SHOULD ATTEND?

This C4 Consultants training course is designed specifically for:

·        Doctors,

·        Nurses,

·        Laboratory Scientists

·        Radiographers

·        Administrative staff, and

·        Other support personnel.

TRAINING METHODOLOGY

C4 Consultants courses utilise varieties of proven adult learning techniques to ensure maximum understanding, comprehension and retention of knowledge. Interaction, practical exercises and case studies (Learning-by-doing techniques) to ensure practical understanding and retention of information will also be applied.

TRAINING OUTLINE

Day 1:

·        Effective communication skills:

This includes active listening, empathy, and clear and concise communication with patients and their families.

·        Patient-centered care:

Focus on putting the patient’s needs and preferences at the center of care, ensuring their comfort, privacy, and dignity.

·        Dealing with challenging interactions:

Learning how to handle difficult situations, such as upset or angry patients, and manage emotions effectively.

·        Cultural sensitivity and diversity:

              Awareness and respect for cultural differences, beliefs, and practices,                ensuring equitable and inclusive care for all patients.

·        Handling sensitive information:

Emphasis on the importance of patient confidentiality, data protection, and maintaining privacy in all interactions.

Day 2:

·        Time management and prioritization:

Learning how to prioritize tasks, manage time efficiently, and provide prompt service to patients.

·        Problem-solving and decision-making skills:

              Learning problem-solving tools and decision-making frameworks to address patient concerns and make sound choices.

·        Team collaboration:

Educating hospital workers on effective teamwork, collaboration, and interdisciplinary communication to provide seamless care for patients.

·        Compassion and empathy:

Helping hospital workers to understand and respond to patients’ emotional needs, creating a reassuring and empathy-driven environment.

Day 3:

·        Conflict resolution:

Learning techniques to resolve conflicts or disagreements among team members or between staff and patients while promoting a positive and harmonious work environment.

·        Stress management: