Customer Care Training October 2014 The Kolmac Clinic Difference.
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Transcript of Customer Care Training October 2014 The Kolmac Clinic Difference.
Customer Care TrainingOctober 2014
The Kolmac Clinic Difference
© 2014 Kolmac Clinic, Inc.
All rights reserved. No part of this presentation may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the Kolmac Clinic, Inc. This publication is designed to provide accurate and authoritative information about the, subject matter. The Kolmac Clinic Inc. is not engaged in providing services such as legal or accounting expertise. If such expertise is required, the services of a competent professional in these areas should be sought.
Agenda
•Welcome and Introduction• Pre-Assessment•Review Learning Objectives•Discuss Patient Centered Care•Questions & Answers• Post-Assessment•Evaluations
Now Let’s Take A Pre-Assessment…
Post-AssessmentPre-Assessment
Learning Objectives
•At the end of this session you will be able to:
1. Define culture and cultural awareness.2. Assess your own culture and possible
biases.3. Understand the importance of cultural
awareness in a clinical setting.
Question
Why do you choose to do the work of Kolmac?
The Kolmac Difference
•Recognizing that everyday you have the privilege of taking care of patients and knowing you alone can make a difference in the patients life.
No Matter Your Role…
Administrative Staff
Clinical Staff
Medical Staff
Together we all..
Do you really believe this?
If you were a patient in need of treatment, would you choose the Kolmac Clinic?
If yes, why?
Exercise:
1. Write 3 things that you think our patients find pleasant about their experience at Kolmac.
2. Write 3 things that you think our patients do not find pleasant about their experience at Kolmac.
3. On a scale of 1-10 what do you think our patients rate the Kolmac Clinic? And why?
Or Describe the level of service you think our patients receive?
What is Patient Care?
CLINICAL EXPERTISE
PATIENT VALUES &
PREFERENCES
EVIDENCEDBASED CARE
GENUINE CONNECTIO
N withClinical Staff
FROM ADMIN STAFF
FROM MEDICAL STAFF
“Could a greater miracle take place than for us to look through each other’s eyes for an instant? -Henry David Thoreau
Empathy
•Seeing with the eyes of another•Listening with the eyes of another•And feeling with the heart of another
Empathy The human connection to Patient Care
Patient care is more than just healing – it’s building a connection that encompasses mind, body and soul.
If you could stand in someone else’s shoes, hear what they hear, see what they see. Fell what they feel – would you treat them differently?
So that video was relatedto Healthcare as a whole, but
what is your immediate thoughts after watching it?
The Kolmac Mission Statement
ADD
Questions and Answers
Post-Assessment
Thank you!