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Workshop Objectives : 2 Workshop Objectives After completing this workshop, you will be able to:
Describe the relationship between patient care, clinical interaction, and organization/practice success.
Review typical patient interactions and identify trust points.
Examine trust points and develop ways to improve the patient experience.
Review a list of steps that clinical staff can take to improve patient interactions after the workshop.
“Trust Point” Definitions : 3 “Trust Point” Definitions The quality and value of the patient experience is, to large extent, up to you.
Trust points involve contact with our patients by any means.
Trust points are an opportunity for the patient to learn something about us.
Every trust point is an opportunity to build or lose the patient’s trust.
The best trust points leave a positive impression on the patient.
Connect With Patients : 4 Connect With Patients Make a good first impression.
Try to anticipate the patient’s needs, and understand and clarify their expectations.
Talk to your patients – tell them what you are doing for them and what happens next.
Own the Experience : 5 Own the Experience Give your undivided attention to each patient.
Ask for and obtain feedback.
Keep it simple. Choose language they can understand.
Follow through. • Be dependable and do things in a timely manner.
Show You Care : 6 Show You Care Use active listening.
Be aware of your body language and tone of voice.
Don’t let technology or
paperwork become more
important than the patient.
If mistakes happen, own them and fix them.
Workshop Summary : 7 Workshop Summary The quality and value of the patient experience is up to every member of our team.
Our patients are customers, not just cases to be moved through the system.
Remember the value of understanding and responding to patients at each trust point.
Make a commitment to be accountable for improving patient care.