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 learn more on:

  • Definition of Motivational Interviewing
  • Obstacles to successful patient engagement
  • Motivational Interviewing techniques to address patient hesitancy

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