Virtual Medical Academy

Overview

According to many studies, as high as 96% of unhappy patients will share their poor experience with a minimum of nine or 10 others.
Forbes Magazine in a recent publication identified the huge impact service failure has on income loss in healthcare. Loss of one unhappy patient could result around $200,000 revenue loss over one practice’s lifetime.
Mastering service recovery in healthcare is a priority to ensure build patient trust and loyalty, control any loss in revenue, and maintain organizational reputation and competitive edge.

This Activity for

Other health care provider
Respiratory Therapy
Psychology
Podiatry
Physiotherapy
Optometry
Clinical Nutrition
Nursing and Midwifery
Dentistry and Related Specialties
Resident / Fellow
Physician
Pharmacy
Occupational Therapy
Clinical Laboratory Sciences
Non Health Care Provider
Healthcare & Hospital Administration
Health Education
Health Informatics
Speech-Language Pathology
Public and Community Health
Clinical Pharmacy
Medical Education
Emergency Medical Services
Radiological Technology
Audiology
Medical Technology
Social Service
Sociology
Cardiac Perfusion
Technicians and Health Assistants
Dental Technology and Assistants
Educational Institution

What I will learn?

At the end of this course learners will be able to :
1. Recognize the dynamics of patient’s complaints, grievance, and service recovery.
2. Discuss how customers respond to service failures & their expectations following complaints.
3. Discuss the basic principles and framework of service recovery applied to healthcare
4. Illustrate how to contain complaints in their early stages and regain the patients' loyalty.
5. Practice the staff training approaches for mastering service recovery.