You are about to access our Mediscript Module Enhancing customer service in health care.
This module is one of many we offer that can help you:
- Increase your knowledge about health care topics
- Develop greater confidence in your caring abilities
- Learn new useful skills for your job
- Enhance your job performance
- Improve your client’s quality of life and health.
If an instructor at your agency is facilitating this session, he/she will guide you through the content and activities. If you are completing the module on your own, read these instructions before beginning the content. It will take you about 20-30 minutes to finish the module.
To successfully complete this inservice, go to a quiet area where you will not be disturbed for at least an hour. If you are interrupted, return to the material as soon as you can and complete it.
These tests provide information regarding the extent of learning that has taken place. Each test contains 7 questions. Do not be concerned if you attain a low grade on the pre-test. You are not expected to know the answers at this point, however a passing grade on the pre-test is required to take the post-test (retrying is acceptable).
Once you finish studying the material, you will be provided with a “Certificate of Completion.” This will be available as a download link after completing the post-test and will also be emailed to you.
The content contains a case example that will increase your understanding of the issues. Try to complete the follow-up question(s) on your own before looking at the answers. The case examples are a good opportunity to brainstorm solutions for complex situations that invariably arise when caring for the health of another person.
“CONSIDER FOR A MOMENT…”
The content also contains a variety of learning activities that begin with the heading “Consider For a Moment…”. These activities will enhance your knowledge of the material so try and do as many as you can. In group settings these are valuable opportunities for discussion.
AN IMPORTANT MESSAGE
Each person’s treatment, advice, medical aids, physical therapy and other approaches to health care are unique and highly dependant upon the diagnosis and overall assessment by the medical team.
We emphasize therefore that the information within this course is not a substitute for the advice and treatment from a health care professional.
This course provides generic information concerning the issues around standard precautions and common sense, well-established care practices for people who are confused.
With all this in mind, the publishers and authors disclaim any responsibility for any adverse effects resulting directly or indirectly from the suggestions contained within this course or from any misunderstanding of the content on the part of the reader.
- 1. Introduction to enhancing customer service in healthcare
- 2. Who are your customers?
- 3. Customer service and customer satisfaction
- 4. Common complaints: Not enough workers
- 5. Client safety at risk
- 6. Healthcare workers behaving rudely
- 7. Healthcare mistakes
- 8. How to help solve the problems in healthcare
- 9. Case example
- 10. Wrapping up
- 11. Post-test