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Patient Care Workshop

Patient Care Workshop

25th October, 2019 @ Alicante, Spain and 3rd November, 2019 @ Dubai, UAE

This one day workshop is specifically designed to upskill your front desk team in areas that enable them to continuously provide professional and compassionate care to patients. They will help that have a clear understanding on the importance of their role in shaping excellent patient experience whilst ultimately positively affecting business outcomes.

Delegates will learn:

  • To provide an understanding on patient experience
  • To define the role of the Patient Care team (front desk) in the Patient Experience
  • Upskilling on interpersonal skills and how they help set the scene
  • Upskilling on how to create a positive first impression when answering the phone
  • How to excel at meet and greet
  • Understanding the G.R.E.A.T communication model and how it improves communication
  • How to maintain professionalism through defined protocols
  • Appointment management
  • Service Recovery– how to deal with customer complaints effectively
Strategies to achieve Patient Experience Excellence

Strategies to achieve Patient Experience Excellence

As healthcare is becoming a more consumer-based business, it is inevitable we need to focus on service excellence. What is Service Excellence?

Our consumers receive exceptional service at every touch point of their journey within the healthcare organization through their continuum of care. So that means it is everybody’s responsibility. Everybody is part of it and all play an important role – no exceptions!

There are some strategies we can implement to provide exceptional experience to our patients. I shall be highlighting 5 of the most important ones:

Strategy #1
Personalized Care:

Treat every patient with importance and aim to design individual care programs for your patients. Create opportunities to listen to your patient’s stories and connect with them and their family members to get to know them. By understanding our patients and their background, we create better personalized care and achieve more successful clinical outcomes.

Strategy #2
Patient Centered Communication:

Always explain to your patients what you are doing and why are you doing it. Do not feel you are wasting the time you spend with your patients to explain and connect. Make your patients feel that they are in charge of their health and are fully involved in their treatment planning process. Make them feel that it is ok to ask questions and tell their stories.

Welcome Feedback

Always encourage feedback from your patients. Ultimately our goal is to exceed expectations, however we can not get it always right. Make sure you have systems in place that encourages feedback from your patients. Look at negative feedback as constructive and an opportunity to improve. Negative feedback should be welcomed, however, you need to have strong service recovery systems in place to deal with it in the appropriate way.

Strategy #4
Invest in your employees

Your staff is the most important assets in your business; they are making up your culture. If you have happy, motivated employees they will make your patients happy. When your patients receive exceptional care, it is down to your employees believing that they need to provide that level of care. Care for your employees and they will care for your patients.

Strategy #5
Celebrate success

Celebrate clinical and service excellence achievements. Show appreciation to the team for achieving those milestones. Just stop for a moment and enjoy the success when expectations are exceeded and goals achieved. You and your team deserve it.

Patient Centered Communication Workshop (for clinicians)

Patient Centered Communication Workshop (for clinicians)

4th November, 2019 @ Dubai, UAE

We strongly believe that patient communication plays a significant role in creating Patient Experience Excellence. This is why one of the main objectives of this workshop is to showcase to delegates the importance of communication in building a loyal base, increased patient satisfaction and improved experience in the dental clinic.

We will be discussing how to build positive patient relations, and how effective patient communication can increase the dentist’s uptake of treatment plans. With the overall result being able to meet business targets based on the quality of services as well as dealing confidentially with patient objections and issues.

Delegates will learn:

  • Interpret the importance of Patient Communication and its effects on the treatment conversion rate
  • Understand what Patient Experience is and the different components that are part of Patient Experience
  • Provide a clear understanding to clinicians how their communication skill influences their patients` perception on the experience and the clinical outcomes
  • Eloquently understand and explain the six steps of the Patient Communication Model as well as the Calvery-Cambridge Interviewing Model
  • Actively learn to use the structured consultation model to improve patient compliance and treatment uptake
  • Equip delegates with the knowledge to be able to identify and evaluate any area they can improve in their clinical consultation to achieve better outcomes
How important is it to evaluate and improve your patient experience?

How important is it to evaluate and improve your patient experience?

Faye Sealey – Clinic Manager – Dr Roze & Associates Dental Clinic

Measuring patient experience and satisfaction can be a challenge because really, how can you judge the quality of your patient service level? Older used method by the healthcare industry included;

  • Observing employees – this method has not proven to be the most effective, as when an employee is being watched by a line manager, of course they will be on their best behaviour.
  • Asking the employee – they will not tell you that they are doing a bad job, this given you bias answers.
  • Patient feedback – Patients may give you feedback, but they may not focus on relevant issues, unless you specifically ask them, but also they may fear to give negative comments, if they have been asked personally to give feedback.

In other service sectors such as retail there is one method which has proven a huge success resulting in excellent customer service level and in turn increased profitability of the business. This method is called ‘Mystery Customer’, so why can’t we implement this in the healthcare industry……there is no reason why not!

Introducing a mystery patient in to your practice is the missing link you have been searching for in your patient journey.

What are the benefits of a mystery patient?

  • No one on the inside of your business can give you the perspective a mystery patient brings
  • Your team do not know who, what or when the patient will be coming into your practice, therefore they can provide you with a UNBIASED view of your service level
  • You can fully understand what the ‘first impression’ of your practice is
  • You can check compliance of your front of house team
  • When your team are aware of a mystery patient programme, it creates an even higher caliber of performance.

Using a Mystery Patients provides insight into how employees are interacting with customers. It can be difficult to know how employees conduct themselves when a manager or supervisor is not around, and as a clinic manager myself, utilizing this method of evaluating patient experience gave me the reassurance that my team was offering the high quality of service whether I was there or not.

Mystery patients are tasked with interacting with specific employees whether it be your clinicians, nurses, reception etc. and the best part, you can be provided with the names of the people, they interacted with and also  . This helps to ensure that all of a practices employees are conducting themselves in the right way from the moment of booking an appointment to paying at the cashier, that they are giving the customer the best experience possible.

And finally, the results which come from your mystery patient report can guide you on implementation or improvements in your training process by identifying areas where employees lack skills or competency.

Engaging your employees – why is it matter so much?

Engaging your employees – why is it matter so much?

Retaining a team is great for consistency especially in the dental industry as it allows for patients to build rapport with not only dentist but also the support team. I don’t know about you but for me there is nothing nicer than walking into your regular clinic and seeing the same friendly faces, it brings a level of trust that you would not necessarily expect.

Current statistics in the UAE is that 57% of employees would consider moving to another employer within the next 12 months, I don’t know about you but as a clinic manager that figure is scary for a number of reasons; one being cost, on average it costs employers approx. 15,000dhs for you to replace an employee but on top of this it can take as much as 20 weeks for them to be fully functional within the business and finally one of the biggest impact is staff morale.

Why as a manager should we care if our employees are engaged? It is simple, for benefits to the business such as;

  • Provide a better patient experience. Engaged employees are happier and therefore typically provide better service to their patients, as a result of being positive and proactive. Ensuring great customer service is a huge win for the clinic, ensuring happy patients into the future.
  • Positively influence your other team members and effectively train them on delivering a great patient experience.

So, what can businesses to do engage their teams more?

Number one is obviously salary, ensuring you are within the competitive rate for your industry. Yes, I hear you say ‘but it is unrealistic to give pay rises to each person’ and I agree, only do so when it is suitable and within the budget. But do not worry, there are other methods you can use that are relatively low cost for example;

Career progression and Appraisal systems; how often do you meet with your team? Do you know what they are great at? Do they have skills you can utilize somewhere else in the business? A three to six monthly sit down with your employees should give you the answers to these questions but not only this, showing your employees you are investing the time and interest speaks volumes for itself. Another benefit of employee 1-2-1’s is that you maybe  looking to fill a position, this may save you the time, effort and cost as you may already have someone in house who is ready to step into that role.

Team building, take time to step away from the business and just enjoy spending time with your team, this does not have to be costly at all; it can be done quarterly and ideally outside of the clinic, make sure you sit down with your finance managers and plan this into your annual budget, investing small amounts on staff welfare may save you big amounts in the future.

And finally something that I have found worked well is meeting with the team once per month, we enjoy a breakfast meeting, In this meeting we talk about the business and everything they have done to contribute to performance and most importantly an action plan moving forward. Get your team involved, give them accountability, and make them feel needed. If you can do this you will be sure to keep your skilled employees on board longer and ultimately that will have a huge impact on your patient experience and your bottom line.

Faye Sealey – Clinic Manager / Dr Roze & Associates Dental Clinic

Who decides what’s great? Finding champions for your practice

Who decides what’s great? Finding champions for your practice

When you are thinking about achieving customer satisfaction in your practice, is that really all you want? Satisfied customers, as Ken Blanchard proposes in his book ‘Raving Fans’, just aren’t enough. 25 years after that book was published I believe he is still right.

If you take a look at your patient base, which would you describe as the ‘raving fans’? I would suspect not the ones who have ‘no complaints’.  A ‘no complaints’ patient isn’t enough to get excited about.   The ones who are your greatest champions are the ones who think you are ‘great’.  But who decides what is great?

Let’s look at things a different way: which of your staff around you would you rely on 100% of the time to be great ambassadors for the practice  – or practice champions?  If the answer isn’t ‘all of them’ there could be some work to be done.

Without those people who think our practice is great – practice champions  – we risk being left behind in today’s increasingly competitive marketplace. We need those champions, both patients and staff  – to tell our practice story for us, to motivate and encourage people to visit us and to provide proof stories of our excellent care.   The people who think we are great and can provide evidence from their own  experience,  can help us to recruit  new patients and  retain old ones  –  and can save us thousands of dollars in marketing costs into the bargain.

Their story is the practice’s story. And if we want them to be champions for us, we have to deliver what they think is great  – which may be different from what we think is great.

This of course is the reality check. The totality of our service needs to be focused on the needs and desires and preferences of our preferred patient base.  Not all patients want the same thing.  Some might not value our level of care or personal attention, preferring a more impersonal approach.  Others may want a level of service that even though they are prepared to pay for it, we are not prepared to offer as it would be too stressful and demanding!   Before we can develop those practice champions we have to find a happy marriage between our level of service that we are comfortable with providing, and the types of patients who  value what we have to offer  and how we offer it.

So moving on from  there, how can we create these practice champions? Blanchard’s concept of a raving fan is a customer (either internal or external) who is so impressed by the level of service they receive when dealing with you that they tell the story of their experience to many others, over and over again.  To make this happen for us we need to build a very clear picture of the ideal customer experience and take the right steps to make that happen.   Many  businesses including dental practices can testify to the effectiveness of creating such   champions,  not just amongst patients but also amongst their own staff.  After all if your own staff aren’t prepared to spread the word about how great your practice is, either face to face or on social media,  then what does this add  to your story?

Take a moment to think about your patients’ current customer service experience.  What is it like, really?  Not what you would like it to be like, or what it can be like on the days when all runs smoothly? What is it like when things are NOT running smoothly? Now think what you would like their ideal customer experience be, however impractical or unrealistic that may for the moment seem to be.  How far does this match up to what you KNOW that they would like?  If you know that your vision is what would make your patients say you were great, the power is in your hands to do something about it.   And of course, if you don’t, chances are someone else will.

Building that patient experience requires some key foundations: here are some rules for creating champions amongst  staff and  patients.

Keep your promises.

If you say you are going to do something, do it. If something happens that is out of your control making it impossible to honour a  commitment you have made,  keep your people informed and do everything you can to make it right. Such occasions should be very rare exceptions to the rule.

Don’t set people’s expectations unrealistically high

Use Tom Peters’ mantra of ‘underpromise, and overdeliver’.  That way you make it easy to exceed people’s expectations and don’t set yourself up to disappoint them.

Keep people in touch with their practice

Be proactive in keeping your patients in touch with what is going on.  Make them feel that it is their practice (and not that they are your patient.  There’s a difference.) Let them know when new services are available, or if you are changing opening hours, or of parking arrangements are changing.  Think in advance what would be useful information for them and tell them. When you discuss changes or improvements in the practice think about how you can involve the patients in the communication  loop early on. Avoid for example announcing the opening of a new surgery in the practice when  they have been walking through a building  site for a year. Conversely don’t wait for them to find out a chapter of your story next time they come in or through someone else.

Be consistent

Consistency breeds trust. We all like to do business with (or work for) organisations that are consistent. It gives us a sense of security and peace of mind. Foster that same sense of consistency in your practice – and avoid surprises.  Patients usually dislike them…

Deal with  problems fast.

If there is a problem sort it out quickly.  It might not be a formal complaint  – it might be a minor issue or a just a rumble of discontent  amongst some patients.  Whatever it is, no matter how small, deal with it and let patients know that you have.

Stay ahead of the ‘great’ game.

Find out constantly and consistently what your patients are thinking and what they think is great and what they no longer think is great. Why not think about creating some customer champions, people who represent your patients who are respected, influential and honest enough to tell you what the customer experience is really like and how it can be improved?  After all it is your patients who determine what is great and we need to listen to them.

Patient Coordinator Workshop

Patient Coordinator Workshop

To enable candidates to effectively introduce the role of the patient coordinator while successfully demonstrating the importance of the role and protocols. The patient coordinator will have a good understanding on the role they play in enhancing patient Experience and improving patient loyalty to the clinic.

Delegates will learn:

  • Understanding of the Patient Experience and the PCO`s role in the experience
  • Implementing the role of the PCO in your clinic
  • Introducing the PCO to patients
  • Creating a patient friendly environment
  • Recognizing business opportunities developing the ability to turn enquiries into real appointments
  • Designing the patient journey – protocols to support the journey
  • Building rapport with patient
  • Presenting a treatment plan
  • Dealing with objectives
  • Financial education and awareness – talk about money confidently
  • Service recovery that leads to loyalty
Introduction to Patient Experience Management (for clinic managers)

Introduction to Patient Experience Management (for clinic managers)

This workshop is designed to enrich clinic managers on how to run a patient centered clinic. It will provide an understanding on how to manage focusing on both patient perceptions and business outcomes. By having the right management focus we can create a patient centered clinic where we keep our patients in the center of whatever we do. This leads to engaged patients, engaged employees and most importantly a successful healthcare business.

Delegates will learn :

  • The definition of Patient Experience and its 4 elements
  • The importance of Patient Experience management
  • Designing the Patient Experience
  • Creating the culture that supports service excellence
  • Measuring the experience and improve services
  • Service Recovery

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