Patient Experience and Customer Service Training and Resources

NJAFP provides practices with training and resources to help improve patient experience and satisfaction. This page includes links to videos, recorded webinars, tools and resources to help your practice enhance its customer service delivery.


Empathy: The Human Connection to Patient Care

Compassionate Connected Care(TM) Model - Press Ganey

Pre-Recorded Webinars:

Reducing Wait Time - 37-minute Webinar

Patients who arrive for an office visit can become frustrated when they wait (or feel they wait) a long time before seeing a provider, making the visit less effective for all. So how can a practice identify opportunities and work to reduce waiting time and perceptions in real-time in order to improve? View this recorded webinar to learn more on how to:

  • Identify key steps in their patient flow to develop a process map
  • Measure waiting in real time to learn where bottlenecks may occur
  • Use proven methods to identify factors contributing to waiting time

Creating Exceptional Patient Experience -  38-minute Webinar

View this recorded webinar to learn more on:

  • Patient Experience and Customer Service
  • Communication
  • Service Recovery

Using Motivational Interviewing to Strengthen Patient Engagement, 47-minute Webinar

View this recorded webinar to hear discussion on why the quality of communication matters:

  • Higher quality patient-provider interactions are associated with increased patient confidence in
    making healthcare decisions and more information-seeking
  • Trusting patient-provider relationships are associated with greater medication adherence
  • Reducing patient frustration improves interactions, chronic disease management, and
    quality of life
  • Effect size of communication quality on health outcomes is similar to that of aspirin on myocardial infarction risk


Leading Organizational Change, 46-minute Webinar

View this recorded webinar to learn more on:

  • Why Culture Matters
  • Communication Priorities
  • Framework for Action

PDF: Leading Organizational Change, January, 2020


Handling Patient or Family Complaints, 56-minute Webinar

View this recorded webinar to learn more on:

  • First Response Tendencies - Good and Bad
  • Classifying Reaction Types
  • Countering Challenging Patient Situations


PDF Self-Assessment Activity

Physical Space and the Patient Experience, 57-minute Webinar

View this recorded webinar to learn more on:

  • Transforming your waiting room
  • Creating a waiting room "host" or "navigator"
  • Access-patient and clinic perspectives



For more information, please call us at (609) 362-6502 or email