Our Core Workshop:  Five Skills to Transform the Patient Experience (half-day, participants seated in groups of 6-8)

1. Make a Welcoming Statement.  It can be nerve-wracking and embarrassing to call a clinic.  You can turn that around with a welcoming statement.

• “You called the right place.”

• “I can definitely help you with that.”

• “Well I’m glad you called!”

2. Use Friendly Words and Tone.  Remember that patients often feel vulnerable, and may be sensitive if they feel you are irritated,

impatient, or judgmental.  Friendliness can make a world of difference!

•  “I’d be happy to tell you about that.”

• “Good for you!”   

• “Let’s see if we can find a time that works for you.”

3. Put things in the Positive

 Even when there is a problem or limitation, don’t just say “we don’t have anything” or “no.”  Find a way frame everything terms of the positive.

• “There are no more appointments available that day but what we CAN offer you is…”

• “We don’t have that treatment available here but we DO have…”

4. Demonstrate Empathy in Words and Tone

Respond with understanding when the patient says she is experiencing something difficult – pain, relationship problems, illness, an infection...

• “I’m sorry to hear that”

• “I hope you feel better”

• “That must have been tough”

5. Offer Options

Nothing can set off defensiveness like a feeling that we are being restricted or commanded.  Avoid saying “you have to_____.”

• “I can tell you about the procedure, the cost or the medication available… what would you like to  hear first?

• “What time of day is best for you?”

• “For patients who want (service), we ask that _____”

2012, Anna Runkle, Service Revolution