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Enhance Client Interaction: Crafting Positive Experiences in Healthcare

Discover strategies to influence "front of the house" interactions in healthcare. This initiative highlights essential behaviors and principles that affect client experiences. Through insightful videos, we explore how Directors of First Impressions can enhance likeability and foster positive interactions. Learn to navigate sensitive topics, make referrals, handle emergency calls, and address client frustrations. Your input is invaluable in shaping these behaviors. Share your experiences and help us create a more compassionate healthcare environment!

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Enhance Client Interaction: Crafting Positive Experiences in Healthcare

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Presentation Transcript

  1. Champions Create the Future • Your insights into influencing the “front of the house”

  2. You’re the experts! • Videos that show Directors of First Impressions being influential--or not • Very specific behaviors that make the difference • Influence principle: Likeability

  3. We need your input!

  4. Example: Vignette on Sensitive issues

  5. Negative behaviors • Say well-meaning but hurtful things, like: • It’s nature’s way. You’re young--you’ll have more. Was it a boy or girl? You’ll be pregnant soon and you’ll forget about this baby. You really couldn’t afford another baby now anyways. Lucky you didn’t have time to bond with it. I know someone who had three miscarriages in a row....

  6. Positive behaviors • Say and do positive things like... • I’m so sorry to hear the loss of your baby. I grieve with you. (hug) Would you like to sit in the office until Angie is ready to talk? Please call anytime you need a friend.

  7. Video #1: Making appointments • What amazing acts of influence have you observed? • What makes DFI especially likable during the appointment making process?

  8. Video #1: Referral to the RD What are positive ways to “market” RD visits?

  9. referral to the RD • What are negative behavior or words?

  10. Vignette: How to handle emergency calls

  11. What is the most frequent emergency call?

  12. Emergency calls Negative behavior or words?

  13. Emergency calls • Positive words or behaviors?

  14. Vignette: Handling angry or frustratedclients What are common situations that result in angry or frustrated clients?

  15. Vignette: Angry and frustrated clients • What are positive words or behaviors that resolve anger and frustration?

  16. Vignette: Angry or frustrated clients • What are negative words or behaviors that resolve anger and frustration?

  17. Vignette: How to handle common question and concerns • What are common questions and concerns?

  18. Vignette: How to handle common question and concerns • What are positive ways to answer common questions or concerns?

  19. Vignette: How to handle common question and concerns • What are negative ways to answer common questions and concerns?

  20. Vignette: How to be a great team member

  21. I need your help! • pammccarthy2@comcast.net • 651-484-3467

  22. Thank you!

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