Critical Elements of Patient Service


Have you ever encountered an unpleasant patient and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your patients are? Do you have individual and organizational goals to strive for?  

Learning Outcomes

At the end of the two day workshop, the participant will be able to:

  • Recognize that service delivery is an individual response value.
  • Understand how your own behavior impacts the behavior of others.
  • Develop more confidence and skill as a problem-solver.
  • Communicate more assertively and effectively.

Some of these topic that will be covered include:

  • Who Are Your Patients?
  • Understanding and Meeting Expectations
  • Your Self-Image
  • Meeting Expectations
  • Setting Standards
  • SMART Goals
  • Telephone Techniques
  • Communication Skills
  • The Talkative Caller
  • Dealing With Difficult People
  • Steps To Problem-Solving
  • Resolving Conflict
  • Service PRIDE
  • Acting Assertively
  • Managing Stress 

Who Should Attend

This course is suitable for Frontline, operational, service and support staff who are involved in the process of creating a positive patient experience.


The two day workshop will be delivered through lectures, case study, role play, and group discussion.

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