Course Content
📘 Introduction to Patient-Centered Service
What is customer service in a healthcare setting? Understanding the patient experience How small interactions impact big outcomes
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“Seeing Through the Patient’s Eyes”
💓 Empathy in Action
Develop skills to recognize patient emotions and respond with true empathy, not just politeness.
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Building Emotional Awareness in Patient Interactions
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🎧 The Power of Listening
Strengthen your ability to truly hear patients and demonstrate your attentiveness.
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Mastering Active Listening
🗣️ Communication That Connects
Learn how to use words, tone, and body language to communicate warmth and clarity.
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Say It Right: Tone, Language, and Body
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⚡Handling Difficult Situations with Grace
Respond confidently and compassionately when patients are frustrated or upset.
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Turning Conflict Into Connection
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🔁 Consistency and Follow-Through
Build trust through consistent, reliable, and thoughtful communication and service.
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Delivering Care That’s Predictable and Personal
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Protected: Compassionate Care: Elevating Customer Service Through Empathy and Listening

Patients thrive in environments where they know what to expect. Trust is built when promises are kept and information is consistent across team members.

How to Stay Consistent:

Give realistic timelines for calls, appointments, and results

Check in with patients after appointments

Train staff on standard phrases/scripts for common situations

Ways to Personalize Care:

Use their name more than once in a conversation

Refer to previous appointments or concerns (“How’s your knee feeling since last time?”)

Make notes on their preferences or anxieties

Mini Task:
Write a 3-sentence “Care Commitment” that reflects how you plan to consistently show up for patients.

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