About this Course

Healthcare is a customer service industry primarily dependent on the quality of care provided and the daily interaction between the staff and patients. There is often a sense of urgency as patients are attempting to navigate their way around an unfamiliar healthcare system. This course will focus on the points of difference in customer service in public health, the importance of the patient experience, and how strong service skills are vital in forming positive patient expectations of service.

Topics covered in this course include the role of demonstrating care and empathy, professionalism, and trust, providing timely and accurate information, respecting patient privacy, and dealing appropriately with frustrated patients, families, and carers.

Who should attend?

Administration staff in patient-facing roles (either face to face or via phone).

What will you learn?

By the end of this course, you will be able to:

1. Identify the unique points of difference for customer service in public health
2. Reflect on how to improve your service skills 
3. Understand how customer service relates to the overall patient experience

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