Customer Service Standards and Service Recovery for Ambulatory Care

Customer Service Standards and Service Recovery for Ambulatory Care 

Have you ever thought of patients as customers? Just as customers purchase products and services from the retail business market, patients purchase products and services from the healthcare market. This means that patients are your customers and they are key to your success as a healthcare provider. After all, competition for a patient’s business is huge because most patients can choose where they would like to go. With this in mind, patients must be treated with the same excellent customer service that you would expect to find in any other place of business. The goal of this course is to get you thinking about the patient as an individual who is your customer, not only as one that keeps you in business, but also as one that needs your specialized care. In this course, you will learn about the patient experience, customer service standards, and service recovery standards.

$19.95

Hours: 0.50
REL-PI-0-P4PC12

Certificates

Certificates provided by accrediting body (3 Match)

District of Columbia Board of Nursing

0.5 HOURS


DC-RN -- District of Columbia Board of Nursing Approved Continuing Education program (CE Provider #50-290).

Nurses will receive 0.50 contact hours for participating in this course.

American Nurses Credentialing Center

0.5 HOURS


Relias, LLC is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Nurses will receive 0.50 contact hours for participating in this course.

Georgia Board of Nursing

0.5 HOURS


Georgia Board of Nursing CE Provider #: 50-290

Nurses will receive 0.50 contact hours for participating in this course.

Course Details

Course Code: REL-PI-0-P4PC12
Hours: 0.5
Type: Online Course
Content Expiration Date: 3/31/2020
Learning Objectives:
Define customer service and service recovery as it relates to the patient experience.
Recognize the effects of the patient experience on patient satisfaction.
Identify excellent customer service and service recovery strategies.

Outline:
Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Customer Service in Healthcare C. Which Experience Would You Rather Have? D. Patient Experience vs. Patient Satisfaction E. What are Good Customer Service Standards? Section 3: Implement Customer Service Standards F. How to Provide Excellent Customer Service G. Review Section 4: Service Recovery H. Define Service Recovery I. Steps for Successful Service Recovery J. Review Section 5: Conclusion K. Summary L. Course Contributor M. Resources N. References O. Congratulations! P. Exam Q. BrainSparks

Instructor: Alisa Brewer, BSN, RN
Alisa Brewer, BSN, RN, has worked in ambulatory care, acute care, and occupational health with her most recent position as clinical coordinator in primary care. As clinical coordinator, she was responsible for quality improvement, care coordination and education, clinical staff training and compliance, and overall safety of the clinic. She also participated in patient-centered medical home (PCMH) and other healthcare improvement initiatives. Additionally, she has experience in hospital-affiliated urgent care where she provided patient care utilizing quality improvement measures, served as nurse preceptor, and nurse IT liaison. Alisa currently works at Relias Learning where she serves as content writer and subject matter expert for various healthcare topics. Disclosure: Alisa Brewer, BSN, RN has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: advanced level General Staff; entry level Nurses; in the following settings: All Healthcare Settings.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Accommodations
If you require special accommodations to complete this module, please contact Relias Customer Support here.