Training DVD with Judy Bee

Treating Patients Right^SM

Patient goodwill is every practice's most valuable asset. And when you consider the boost just one courteous, friendly and helpful employee can be, then it only makes good sense to give every staff member the solid training it takes to deal with patients more effectively.

That's what this training DVD is all about . . . solid training in patient relations skills, image and communication techniques.

We've distilled our three hour hit seminar into ten bite-sized training modules you can easily use with everyone in your practice. Use this course to:

• generate discussion in your staff meetings
• indoctrinate every new employee in your 'patient service first' approach
• make problem employee counseling easier and more positive

This training is 100% practical, with all the important patient contact skills you need to keep patients coming back and referring to your practice enthusiastically.

Training Topics

Patient Service Roles in the Office

• Host or hostess -- making patients feel "at home"
• Teacher -- answering questions over and over
• Detective -- tracking down information, often without much cooperation
• Psychologist -- dealing with patients' emotions, frustrations, and fears

Using "TLC" to Keep Patients Happy

• What's your attitude index? How to conduct a patient service audit to see what keeps you from getting the results your want
• Four ways to make every patient feel special
• How to deal with several patients at once . . . and keep each one happy
• Special events that get you talked about
• Solving reception desk problems that interfere with your hospitality

The Telephone: don't let it ruin your day.

• How we create bad impressions over the phone, and how to sound great every time
• Messages: Get them all, get them right and get them once
• Seven ways to improve your luck returning calls
• The emotional trigger-words that make patients angry on the phone (and what to say instead)
• Scripting your toughest situations on the phone
• Tension and stress reducers: avoid burnout and give better service
• How to save 30% of your time on the phone
• Techniques for transferring calls politely, getting patients to come to the point without offending them, and ways to interrupt without being rude
• Curing "telephone tag"
• Handling the calls you hate to make

Improving Written Communication

• How to know when to use a letter and when to call
• Using a "Fog" index to test your writing
• Effective use of "Welcome" letters, patient brochures, and form letters
• Inexpensive ways to get help with your written communications from experts
• Checklists and examples of Patient Information Brochures to get you started or guide your next re-write

Non-Verbal Communication -- "It's not what you said, . . ."

• What your appearance says about you . . . and the practice
• Making a good first impression
• How to look and sound terrific, even when you feel lousy
• What your posture and face say about your sincerity
• How to use gestures to focus attention and put patients at ease

Listening . . . it's half of the process

• How to get the patient's name right . . . every time
• How to overcome the five worst listening habits
• How to "read" and respond to people with more sensitivity, compassion and empathy
• How to ask the right questions . . . and know if you're not
• How to concentrate in a busy office setting
• When to use open-ended questions (and when not to)

Saying What You Mean . . . and making them love it

• How to explain your policies with logic and common sense
• The three things you should never say to a patient
• How to avoid sounding patronizing or condescending
• How to get to the point without coming on too strong

Projecting Authority to Build Patient Confidence

• Using your voice, appearance and work area to say you're "in charge"
• Staying in the driver's seat with the most intimidating patients
• What to do when you start to "boil over"
• What to do when a patient personally attacks you

And, When you Just Can't Avoid a Bad Situation

• How to handle complaints with tact and grace "under fire"
• How to tell the truth without hedging
• How to find a better deal for yourself and the patient
• Keeping a "bad apple" from spoiling the whole office session
• How to get back on the patient's "good side" after the relationship has been damaged

Special Situations

• When your answer has to be "No"
• When you can't understand the patient -- what next?
• The five things to do (and the one never to do) with the angry or enraged patient
• Six tension relievers for awkward situations
• The magic question that works every time with the dissatisfied patient
• What to do when you're wrong

Training Syllabus

We don't expect you to commit to memory all of this information. We have created specially designed instruction materials you can use to help you do your training job better. This wealth of material that's already there. You'll end up with a working document that you will refer to again and again.

• Order the training DVD now using our convenient online order form.
• Download the order form pdf to register by mail.