Health Management Institute of Ireland: Healthcare Customer Services

Healthcare Customer Services, 4th October 2018

Dublin City Centre

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Healthcare delivery is more than diagnoses, treatment and technology. Excellent customer service which is empathetic, competent and appropriate is also an essential part of the patient journey. In a healthcare environment, front line staff deal with service users and families when many are at their most vulnerable. Staff too can face their own challenges; lack of time, lack of resources, high volumes. Whatever challenges may be facing ‘frontline staff’, there is still a need to respond to service users in a way that helps to make the user journey better informed, safe and respectful. Our one-day workshop aims to give staff members the competence and confidence to develop an understanding of effective customer services and to build an awareness of their own communication and interpersonal style when dealing with patients.

Course Content

  • The user journey
  • The Moment of Truth
  • The role of staff members
  • The cultural challenge
  • Understanding expectations
  • Types of difficult interactions
  • Defusing techniques
  • Dealing with challenging service users
  • How to maintain a firm tone
  • Listening and interaction styles

AWARD: Certificate of completion
DELIVERY: 1 day face-to-face tutor led training
DATES: 04 October 2018
CPD: 6 CPD points
PRICE: €199 per participant (group discounts apply, call 01 2974070 for in-company pricing)
CONTACT US: or 01 2974070

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Dublin City Centre

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