Telephone Rapport for Better Patient Experiences
What changes or improvements can you make that will have an immediate positive impact on patient care and patient experience?
Telephone Rapport is a micro-learning course. Lessons are integrated into calls on a daily basis, one lesson per day.
The lessons can be delivered according to the schedule that works best for you and your team.
Each lesson can be absorbed in less than a minute, or your team members can choose to review the supporting information which explains why the behavior of the day is so important for patients and your organization.
This course focuses on the relationship-building aspect of telephone skills.
• How to reduce the length of calls while still making patients feel important.
• How to end telephone calls graciously.
• Other skills for when you have too little time or too many callers.
Telephone Skills Training Just Got a Whole Lot Easier
Please click the play button below to view the video
About Susan Keane Baker, MHA
I work with healthcare organizations that want to be known for exceptional patient care and with people who want happier patients. I am the author of five books, the first being Managing Patient Expectations. A former hospital vice president, I attained the designation of Fellow of the American College of Healthcare Executives and Fellow of the American Society for Healthcare Risk Management.
From 2008-2011, I served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award. I am a Commissioner on the Connecticut State Commission on Medicolegal Investigations. I teach at Quinnipiac University.
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Favorite writing tool: Scrivener
Best speaking tip: One person, one thought. Maintain eye contact with one person until you finish a thought. Repeat.
Motto: If you’re going to do something anyway, you may as well be nice about it.
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