Course Description
In this series, Mike engagingly outlines the tools you will need to optimise the patient experience. Initially, he reviews Courses 1 and 2, summarising all we have learnt about the essentials of customer service and creating a culture of care within your clinic. Mike then enlarges on telephone skills – how to maintain your professionalism under time and people pressure. The next course covers off on email etiquette and the importance of intent in written communications. The customer journey is his next port of call – this module encourages you to take a good look at who your patients are, and how to give each of them the best customer experience. Finally, Mike discusses how to maximise the effectiveness of your patient management systems. After this course, you will have greater clarity on how to create a culture which makes the most effective use of these tools.
Course Modules
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1. Tools of the Trade
By going back over Courses 1 and 2, you will see how your new understanding of customer service will craft a culture of care, showing how far you have come on the patient experience journey.15 mins
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2. Telephone Skills
This is an exceptionally well-rounded module on so much more than telephone skills. By giving us a quick outline on how the brain works, Mike goes over the importance of focus and doing only one thing at a time.15 mins
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3. Email Etiquette
We communicate in three ways – words, tone and language. Here, Mike explores each element and helps you to maximise each feature in written conversations.15 mins
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4. The Patient's Journey
“People do not care how much you know until they know how much you care” – in this module, Mike helps you to understand and handle different personality types with empathy and grace.15 mins
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5. Using Your Tools & Resources
Any patient management system is only as effective as the internal discipline of the team. In this module, Mike outlines how following procedure and trusting data integrity go the longest way to creating an exceptional patient experience.15 mins
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Course Completion Certificate
Once you have completed the course requirements, your printable completion certificate will be downloadable here.
