Other Gems...

The programs listed below are all available on an inhouse or contract basis for your organization to offer to your associates. If you wish to discuss any of these offerings in more detail, please call Mary Hofbauer Brown at (410) 379-6200. You can also send email to mhbrown@mhaonline.org

Clicking on any of the titles below will give you a more complete description of the program, or you can scroll down the page to see each in order.

1. Building Customer Satisfaction: Renewing Our Commitment
2. Customer Driven Management
3. Managing for Excellence in Customer Service
4. Patient and Community Education: Strategies to Create Effective Partnerships

Building Customer Satisfaction: Renewing Our Commitment

While we who work in healthcare organizations are focused on the many details of our particular jobs, customers, particularly patients, relatives and patients, relatives and visitors, seldom understand it. They form their perceptions based on what they do understand--how we made them feel; whether we were pleasant and helpful; our responsiveness, caring and respect; the protection of dignity, self-esteem and confidentiality; and what they see and hear happening.

This program is designed to focus on "positive customer interactions." It reviews and explores how we "handle" ourselves and others, those things we do exceptionally well, and those things that we can continue to work on to insure that the perceptions, impressions, expectations and experiences of our "customers" as consistently positive.

Objectives:

• Name five common fears and/or concerns that are common among "customers,"
• Articulate things that anger you when you are in the role of "customer," and describe how anger can be mediated, especially in response to complaints,
• Identify circumstances and common organizational procedures that are likely to be stress producing for "customers,"
• Name and apply appropriate and effective communication skills inherent in successful interactions with "customers,"
• Describe four common customer personality types, describe their probable service expectations and how to effectively handle each, and
• Describe and apply behaviors that encourage positive attitudes and interactions with "customers."

Audience: All employees with direct "customer" contact

Length: 1 day

Faculty: Vic Walton

Customer Driven Management

A basic underlying principle of continuous quality improvement is that quality and service are defined by the customer. Although this customer focus has received much attention in healthcare, it is unusual for it to have become deeply embedded in the culture of the organization--at all levels. This program is for people who need to refocus on the on the skills and procedures needed to be truly "customer driven". Particularly useful for reengineered areas or outpatient services, the workshop will allow participants to practice skills and receive feedback as well as to plan for culture change.

Objectives:

• Identify the components of a "customer driven" culture, and
• Develop ways to design and implement a customer driven culture.

Audience: Departmental managers

Length: 1 day

Faculty: Pat Mathews

RETURN TO PROGRAM LIST

 

Managing for Excellence in Customer Service

To make your customer service strategy a success, managers must make it happen, not just talk about it. Although customer service has received much attention in healthcare, it is still unusual for it to have become deeply embedded in the culture of the organization - at all levels. This program is for managers who need to refocus on the leadership skills needed to create and sustain a customer-centered culture consistently across their departments and the organization.

Objectives:.

• Discuss change adaptive leadership as it relates specifically to customer service
• Identify the components of a "customer focused" culture
• Describe strategies to successfully improve customer service in your department
• Develop an action plan to sustain your customer service initiative

Audience: Departmental managers

Length: 1 day

Faculty: Pat Mathews

RETURN TO PROGRAM LIST

 

Patient and Community Education:

Strategies to Create Effective Partnerships

This program provides strategies to help organizations to focus on patient and community education as part of an integrated approach to healthcare delivery. Participants will have an opportunity to learn from developed examples and to plan for success in their settings.

Objectives:

• Describe strategies for effective patient and community education in health care systems
• Discuss the role of hospital personnel in working with various customer groups within systems.
• Identify resources to assist in building partnerships for success

Audience: Educators, clinicians, marketing staff and physicians

Length: 1 day

Faculty: Pat Mathews

RETURN TO PROGRAM LIST

 

 

OnSite Programs Categories || MHEI Home Page