Exceeding Service Excellence for Hospital Staff

Course Outcomes

On successful completion of this course, participants will be able to:

• Understand what professionalism means and the importance of excellent service.
• Understand the importance of effective communication skills, and be able to deal with specific complaints from customers and patients.
• Manage the patient service journey in their department.
• Recognise the procedural and personal service dimensions of excellent service
• Use the skills of service recovery.

Designed For

All Hospital staff

Course Content

1. Introduction
2. Professionalism and the skills required
3. Service Excellence
4. Communication & Interpersonal Skills
5. The personal and procedural dimensions of service
6. Tracking the patient service journey
7. Managing complaints effectively
8. Service recovery
   

Maximum Number of Participants

25

Note

Participants will be involved in skills practice, role play and syndicate work during the course.

For further details please contact Mr Dermot O'Flynn at doflynn@rcsi.ie